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Advancement Services HelpDesk Site – Homepage; quick buttons are available to access request forms, AS Team contact info is linked, and various AS resources are easily accessible for different departments across the division
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Advancement Services HelpDesk Site – HelpDesk Queue; organized using the Kanban method, the Queue is a quick tool for end users to view the status of all ticket submissions from active request forms.
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Advancement Services HelpDesk Site – Request Form Sample; each area within Advancement Services has a dedicated page with resources, instructions, and request forms. This sample is from the Database Administration page and where the "Global Update" Request Form can be found
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4. Advancement Services HelpDesk Site – Automated Notifications Sample a. Automated email sent to Requestor when a new ticket is submitted b. Automated email sent to Assigned AS Team Member when a new ticket is submitted that includes the request details c. Automated Teams message Notification delivered to shared channel in HelpDesk Teams Group so all AS staff members are in the loop d. Automated email sent to Requestor when a ticket is completed i. Once a ticket has been completed and deliverables have been sent to the Requestor by the Assigned AS Team member, AS Team member will update the ticket status to “Completed” in the SharePoint List. This triggers the final Automated email notification sent to the Requestor.
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Advancement Services HelpDesk Site – Summary sheet delivered to end-users when the site launched to the full division
Ticketing System and HelpDesk Solution
Category
Advancement Services > Advancement Services Initiatives (More Than 25 Staff)
Description
Best of CASE District VII Award
Institution: California State University San Marcos
Title of entry: Ticketing System and HelpDesk Solution
About this entry: The California State University San Marcos (CSUSM) Advancement Services department had explored several options for a helpdesk solution in prior years, both through third-party solutions and manual tracking systems. Services provided by outside vendors were either outside of our budget or unable to meet our specific needs. The manual tracking systems set up in Excel were very tedious and required a dedicated staff member to manage.
As the virtual work environment became more permanent than we imagined at the start of the COVID-19 pandemic shutdowns, we recognized the need to adapt to the changing technology needs of our division and identify innovate methods for streamlining our available services.
The SharePoint Ticketing System and HelpDesk Solution was inspired by a presentation given by UC Riverside about a similar resource. I partnered with a staff member on my team to build a ticketing system on software we already use – SharePoint Online. We spent several months researching, designing, and customizing the out-of-the-box site. After our initial testing phase, we carried out additional reviews with the Advancement Services team, then key stakeholders in the division. The HelpDesk solution was launched to the CSUSM University Advancement division in February 2021 and has now become an integral part of our daily operations.