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Helpdesk and Ticket Management in GLPI

GLPI offers a robust helpdesk and ticket management system designed to streamline your IT support processes. Here’s how GLPI handles helpdesk and ticket management:

Ticket Creation and Management​

  • Multiple Ticket Sources: Tickets can be created via email, web portal, or directly by support staff.
  • Ticket Categorization: Categorize tickets by type, priority, and department to ensure they are routed to the appropriate support team.
  • Automatic Assignment: Use rules to automatically assign tickets to the correct technician or team based on predefined criteria.

Service Level Agreements (SLAs)​

  • SLA Definition: Define SLAs for different types of tickets and support levels.
  • SLA Monitoring: Track and monitor SLA compliance to ensure timely resolution of issues.
  • Escalation Procedures: Set up escalation rules for tickets that are not resolved within the SLA timeframe.

Knowledge Base Integration​

  • Solution Repository: Build a knowledge base of solutions to common issues and integrate it with the ticketing system.
  • Self-Service Portal: Provide users with access to the knowledge base to find answers to their questions, reducing the number of tickets.

Reporting and Analytics​

  • Ticket Reports: Generate reports on ticket volume, resolution times, and technician performance.
  • Performance Dashboards: Visualize key metrics and performance indicators related to your helpdesk operations.
  • Feedback Collection: Collect feedback from users on the support they receive to identify areas for improvement.

User Communication​

  • Email Notifications: Automated email notifications keep users and technicians informed about ticket status changes and updates.
  • Customer Portal: A user-friendly portal where customers can create, view, and update their tickets.

Integration with Other Systems​

  • API Access: Use the GLPI API to integrate the ticketing system with other IT management tools and systems.
  • Third-Party Plugins: Enhance ticket management capabilities with a variety of plugins available for GLPI.

Customization Options​

  • Custom Fields: Add custom fields to tickets to capture additional information relevant to your support processes.
  • Workflow Automation: Create custom workflows to automate repetitive tasks and streamline ticket handling.

By leveraging GLPI’s helpdesk and ticket management features, organizations can improve their IT support efficiency, ensure timely issue resolution, and enhance user satisfaction.