Web = Service catalog or somehow generated direct through ticketing system.  This could be skewed because when agents make internal tickets or whatever web is selected.
Patrol = Tickets made when we have team members patrolling the halls.  This doesn't happen often.

On Tue, Nov 8, 2016 at 9:16 AM Richard Musal (ITS) <[log in to unmask]> wrote:
Ticket CountSource
509Walk-In
10859 
781Web
18Patrol
1209Phone
14970Email
28346 

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
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

--

-----------------------

Richard A. Musal, M.A., M.S., P.D.

Associate Director of Client Services & Operations, ITS

Riverdale, NY 10471

Phone: 718-862-7933

[log in to unmask]

www.manhattan.edu


-Have a question?  Check our Knowledge Base

Check on your tickets here.

Have you transitioned to Drive yet? Learn more here or ask ITS.

Click here for instructions on how to transition.

--

-----------------------

Richard A. Musal, M.A., M.S., P.D.

Associate Director of Client Services & Operations, ITS

Riverdale, NY 10471

Phone: 718-862-7933

[log in to unmask]

www.manhattan.edu


-Have a question?  Check our Knowledge Base

Check on your tickets here.

Have you transitioned to Drive yet? Learn more here or ask ITS.

Click here for instructions on how to transition.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.