Request Queue - Help Support Questions

[s-strategy]

What are questions you put in your "Help Support" section. Some items I have thought about are below:

• Reporting
• View/Layout/Menu/Filter
• Form
• Group/Team
• Technical Issues 

Any other recommendations?

[Erika_Antkowiak]

Hi @s-strategy,

I'd recommend keeping the support queue simple. When we originally created our support queue we had requestors select from a drop-down list with similar options. We no longer have a drop-down list for the requestor to fill out, but we created a custom form that we attach to the requests when we review the requests. The custom form has the previous drop-down field that allows us to categorize their reason for reaching out and we've added additional fields to document what we do to remediate the request, follow up, etc.

Best,

E

[Lyndsy-Denk]

I agree with @Erika_Antkowiak to keep it simple where possible. I include topics and, after most of those topics, prompt for:

• Description
• URL
• Primary contact
• Documents

There are some topics that I associate a custom form with, especially around user management.

Topics I include largely mirror areas of Workfron that I manage as the admin:

• *URGENT Restore something deleted
• Access (that is, sharing permissions)
• Approvals
• Forms and request queues
• Install a Blueprint
• Portfolios and programs
• Proof and documents
• Reports and dashboards
• Resourcing
• Templates
• User add
• User deactivation
• User update or reactivation
• Other Workfront issue

Some of the biggest tradeoffs with my approach:

• It's not unusual that I have to reply back to the requestor for more information. However, I keep prompts open-ended because it's already hard enough to get users to use my form.
• This list is already fairly long.

[Erika_Antkowiak · Accepted solution]

Hi again @s-strategy, 

I was able to take a look at the fields we have in our Support custom form that we attach to our support queue requests after they've been submitted as well as the only 3 fields we have requestors fill out on our Help Support Request Form. This should help with some examples (thanks for the idea @Lyndsy-Denk). Let me know if you have any questions.

Support Custom Form Fields (Support Team Fills Out)

• Request Type: Reporting/Dashboarding, New User Setup, System Error/Bug, System Cleanup, System Functionality Question [Drop-Down]
• What is the goal of this request? [Text Box]
• What resources are needed to meet the request needs? [Text Box]
• Will there be a training need? [Y/N]
• Will there be a process/documentation need? [Y/N]
• Plan for Remediation
• Thoughts for future enhancements

Help Support Request Form Fields (Requestor Fills Out)

• Subject [Required - Text]
• Description [Text Box]
• Documents [Drag & Drop]

Best,

E

[s-strategy]

Thank for all the details!