Hello All,
I am grappling with the best way to allow users to submit requests for Tessitura data - acknowledging that the end product may be a custom report, a list/output set, a T-Stats report, a Dashboard, and the user with the request may be familiar with the full suite of tools or really know what will best suit their need.
Would anyone else be willing to share their intake process for requests such as this? Do you have a group of admins who review requests to make an initial recommendation? Do all requests get funneled to a single person (your DBA or someone in a system manager role?) Who ultimately fulfills the requests?
Thanks,
RhondaLeigh
I’m enjoying hearing about all the solutions others are using!
As the master licensee of the consortium, we provide support for seven organizations, including help with lists, extractions, and reporting as well as the complete gamut of Tessitura and RAMP questions and issues.
We started out using Spiceworks a couple of years ago, but moved to FreshDesk last month and have been really happy with it so far.
The key, whatever tool you’re using, is to have a standard set of information that you’re requesting – whatever it is that you need in order to fulfill the user’s request without a lot of back-and-forth. Some of the help desk solutions will allow you to customize the request forms based on the request type, too.
I’m off to check out SmartSheet!
Best,
Stacey
From: RhondaLeigh Dauphinais <bounce-rhondaleighdauphinais8247@tessituranetwork.com> Sent: 4/18/2017 12:22:38 PM Hello All, I am grappling with the best way to allow users to submit requests for Tessitura data - acknowledging that the end product may be a custom report, a list/output set, a T-Stats report, a Dashboard, and the user with the request may be familiar with the full suite of tools or really know what will best suit their need. Would anyone else be willing to share their intake process for requests such as this? Do you have a group of admins who review requests to make an initial recommendation? Do all requests get funneled to a single person (your DBA or someone in a system manager role?) Who ultimately fulfills the requests? Thanks, RhondaLeigh You have received this message because you subscribed to email alerts of postings on the Tessitura Network Town Hall forum. You may modify your subscriptions on tessituranetwork.com.
From: RhondaLeigh Dauphinais <bounce-rhondaleighdauphinais8247@tessituranetwork.com> Sent: 4/18/2017 12:22:38 PM
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This has been a really interesting thread. I have contemplated doing something like Freshdesk as a way of managing requess, but given that I'm the only Tessitura person, I'm not sure if that's overdoing it.
I think the problem - regardless of the technological solution - is how you make people appreciate that there is a queue of things to be done and how do you stop queue-jumping?
The biggest problem I find is that you can never attack things sequentially. There is always something that comes along that must be delivered this week because it's due for an important management meeting, etc. Finishing things is tough!
Matthew,
Having a system to track request is never overdoing it. When I was a one person show, I had paper forms people had to fill out before I would start work for them. You have to establish a way to work that makes you efficient and effective, people should realize that and respect it.
For us it's just reminding them to put in a ticket when they forget. We explain it that it's for their benefit, not ours. With a ticket we can provide them with the best service because we can track their request in one place.
Trying to get people to think ahead is a little is harder. We ask for three day turn around, knowing that isn't always going to be the case. If we have someone who continually puts in last minutes tickets (that aren't emergencies) I remind them that to get the best possible work we need time to pull stuff together. I also remind them that other people are in line berfore, also with deadlines, who put in tickets in a timely manner so they get their stuff first. We are a team of three servicing around 35 people, they don't realized that we get 15 tickets a day, they only care about their ticket so I try to frame it as "We want the best for you."
Melissa