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KACE Service Desk Setup

Our school district is looking for service ticket alternatives.  We have been using KACE for a about 5 years now but mainly for imaging and software management.  I wanted to see about setting up KACE help desk.  We didn't get the training on the help desk side since we already had a ticket system in place (School Dude).  I'm looking for best practices when setting up help desk.  We use gmail for our district email and have several different schools that will need to have separate tickets.  Also, will KACE Help Desk allow tickets for chromebooks and various other A/V equipment.   

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Answers (2)

Posted by: JasonEgg 1 month ago
Red Belt
1

will KACE Help Desk allow tickets for chromebooks and various other A/V equipment.
You can associate a ticket with anything in Assets, so if you include A/V equipment in Assets that doable. Otherwise, you could have a field in certain ticket types that require entering details of A/V equipment, for example.

Here is the official documentation for the SMA v11 Service Desk: https://support.quest.com/download/downloads?id=6110165

However, that document is huge so you're "drinking from the firehose." The KACE service desk is rather bare-bones in its vanilla state, so often a lot of set up is needed.


Posted by: Hobbsy 1 month ago
Red Belt
-1

It sounds to me like you probably need to setup a call to discuss this as it would be difficult to put as much detail in here as you need. If you would like to contact me to discuss just click Here and we can talk whenever you are ready.


We have over a decade of successful KACE delivery including the items you need, Service Desk and Asset Management

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