We use ServicePro. I don't encourage users opening their own tickets because they rarely provide the info we need. Students in particular are hard to reach for follow up info and tickets sit idle because we don't have the info to work on them. That being said I am being encouraged to change that practice. Suzanne Suzanne Gaynor Director, Technology Resource Center Hartwick College [log in to unmask] 607-431-4670 On Tue, Nov 8, 2016 at 9:11 AM, Dan Adler <[log in to unmask]> wrote: > I have a general question for folks: Those of you who use service > management solutions (TDX or WHD or whatever) - what percentage of your > tickets are opened by users themselves, as opposed to users > calling/emailing your help desk to have tickets open? > > We're switching to a new SMS here, and we'd LOVE to have users opening > their own tickets, but I (personally) don't see it happening, especially > amongst our faculty (the few folks who do open their own tickets are either > staff, students, or secretaries opening tickets FOR faculty)/ > > Thanks > > Dan > > -- > > ------------------------------ > [image: The College of New Jersey] <http://tcnj.pages.tcnj.edu/> > Dan Adler > Help Desk Analyst > Information Technology Help Desk <http://helpdesk.tcnj.edu> > 609-771-2660 > [log in to unmask] > > ********** Participation and subscription information for this EDUCAUSE > Constituent Group discussion list can be found at http://www.educause.edu/ > groups/. > > ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.