How to organize a user support system?

Question

Helpdesk

Hello.
Briefly about the situation:
At the moment, the company (~300 people) provides technical support via e-mail and telephone. Those. basically, when problems arise, the user calls the technical support number or writes to a special address for technical problems alone, for problems with 1C a separate one (well, the accounting department uses the method - to run to the office and shout that everything is not working). phone or spoken words are forgotten or lost when you explain to a person that it all takes time and there are tasks with a higher priority, they start stomping their feet and complaining. The questions are:
1. If you raise the HelpDesk system and accept all applications to the IT department only through it , what consequences can be?
(the user enters the web interface and writes a problem)
2. What HelpDesk system can support ActiveDirectory and have the most friendly interface for the user?
3. If the solution to the problem in question 1 is not suitable, then how best to organize technical support?
Thanks for answers.

Answer 1

Good afternoon,
The topic of the first question was at the same time a very funny, sad, smart and instructive article on Habré about the implementation of HelpDesk in a company: https://habr.com/ru/post/162749/
(the author collected a lot of rake and described everything, in including how to "retrain" everyone to use only the ticket system for requests to support).
The article is from 2012, but I think it's still relevant. Hope it comes in handy!

Answer 2

If you raise the HelpDesk system and accept all applications to the IT department only through it, what are the consequences?

Ordering work. Both users and support. Usually the support starts to balk, because a lot of jambs become obvious. Users will really be indignant too - here you could yell on the phone, but then sit, write ... Again, I wrote in the application "I want a green mouse" - you can’t prove that you really wanted a blue one :D
In large offices, support usually works only through the tracker, they usually leave applications by phone, but this is done by a user-resistant "Abizian girl", who only fills in the fields in the application :)
If there is a lot of money - Jira, she is really cool, but really expensive.
If there is no money - Redmine, OTRS, Bugzilla, Mantis, thousands of them ...

Answer 3

TS, which side will you be in this system? How is the manager/senior IT?
If so, then you will have 2 "enemies" (at least): users and sysadmins.
With each of them "fight" you need in different ways.
It is also important to enlist the support of TOP management. In short, they should subscribe to "no application - no problem"
IT workers, like goodies from HD / SD, can be offered various bonuses linked to KPI.