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http://www.techsets.org/tools/mytechdesk.aspx

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If you are looking for an affordable, user-friendly, web-based system for managing and tracking technology support requests, MyTechDesk may be the solution for you.

Why? …

Because it’s free...All K-12 schools and districts in California have access to MyTechDesk at no cost, as a service provided by the TechSETS project.


MyTechDesk was developed by the Imperial County Office of Education.

TechSETS sponsors statewide licensing for MyTechDesk, to make it available free of charge for California K-12 districts and schools.


Standard Features• MyTechDesk initially released in 2003

• Standard features listed at: www.mytechdesk.org/product/features.php

• Version 2.0 released in April 2008www.mytechdesk.org/etc/mtd_feature_upgrade2008.pdf


Standard FeaturesMyTechDesk Version 1 Features

•Access rights delegation •Calendar pop-up windows

•Color-coded lists •Custom fields

•Data export •Embedded Quick-Help

•End-User submission of tickets •Group directory

•Logo upload •Messaging

•Online file storage •Password resetting

•Performance stats at a glance •Print view of tickets

•Report generator •Search all tickets/responses

•Self-assigning of tickets by staff •Status notifications

•Storing of filter settings •Sub-groups and locations

•Text field pop-up windows •Time tracking


Version 2.0 Features• Inventory management through integration with

Calaxy Assets (formerly edZone Assets).

• Reset your password

• Improved custom fields – up to five custom fields which may be used as filters in the list and report generator

• Improved Locations – If you are using MyTechDesk as a district, locations may be the different schools. If you are using MyTechDesk as a school, locations could be different buildings.


Version 2.0 Features• Staff removal

• Assign username and password to requestors

• Ticket canceling

• Importing of requestors – Requestor accounts can be created using an import process.

• Alternate location – To accommodate requestors who may work at different locations, it is now possible to assign a ticket to an alternate location.


Version 2.0 Features• Auto-filtering of tickets based on categories and

location – Staff can now be assigned to specific categories and locations. This feature will not automatically assign the ticket, but staff will be able to see tickets in the categories and locations with which they are associated.

• To-Do lists within tickets – A single ticket may have multiple to-do items associated with it.

• View ticket status and transaction history – tickets now show three types of history: notification, response, follow-up.


Version 2.0 Features• Requestor notification of ticket status change

– Requestors automatically receive information regarding status change of tickets they have submitted. A complete ticket report can be emailed to requestor upon request.

• Additional message/footer in ticket notifications – Staff members now have the ability to include additional text to the e-mail notification sent out to requestors

• Customizable ticket listing – 20, 50, or 100 tickets per page. Also staff and requestors names can be displayed ‘first, last’ or ‘last, first.


New Features• Customizable requestor form – Group

managers now have the ability to display some or all of the custom fields on the requestor's new ticket submission page.

• Ticket withdraw/cancellation by requestor.

• Ticket history – Requestors are now able to view their ticket history

• Ticket follow-up – Allows requestors to follow up on a pending ticket. They may want to add more details to their tickets or inquire about the status of a ticket.


The Basics• Three types of MyTechDesk account

• Group Manager (the boss)° Oversees technical support requests° Assigns access rights for staff° Assigns fields on requestor screen

• Staff (Up to 35 technical staff – the worker bees)° People responding to technical support

requests

• Requestors (the customers – unlimited number)° People requesting technical support


Group Manager

The group manager controls the access rights for staff members, and can control what fields show on the requestor interface.


Request a Demonstration

• You may request a personal tour of MyTechDesk

• Complete the “Live Demo” request

• The demonstration will cover creating work tickets, activity reports, and any other feature that interests you…

• All from the convenience of your computer.


Request a Group Account

1. Click on the “Order” button on the MTD home page to access the application.

2. Complete the application form.

3. Wait for approval (usually 24 hours).


Group manager and technical staff log in at the staff login screen.

Logging In


Requestors log in at the Requestor login screen.

Logging In


These are not the same places on the home page:The Basics


URLs:• TechSETS

http://www.techsets.org

• MyTechDesk


• MyTechDesk tutorials

http://www.mytechdesk.org/product/tutorials.php

• MyTechDesk support blog

http://www.k12hsn.org/edzone/blogs.php/mytechdesk

• MyTechDesk brochure

http://www.mytechdesk.org/etc/MyTechDesk_Brochure.pdf


For more information, please contact:

[email protected]

[email protected]


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