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If you are looking for an affordable, user-friendly, web-based system for managing and tracking technology support requests, MyTechDesk is your best solution. Why? …

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

…because it competes on a feature-by- feature basis with commercially available HelpDesk systems costing hundreds of dollars.

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.

URLs: TechSETS home: (free login needed to access some resources) MyTechDesk home: (no login needed to view information) MyTechDesk tutorials: hp hp MyTechDesk support blog: chdesk chdesk MyTechDesk brochure:

In MyTechDesk, there are three types of users: Group manager (the boss) Staff members (the worker bees – up to 35) Requestors (the customers - unlimited) The Basics The group manager controls the access rights for staff members, and can control what fields show on the requestor interface.

In MyTechDesk, there are two types of accounts: MyTechDesk standard (full functionality) MyTechDesk “Lite” (limited functionality, available to schools only) The Basics

Also available from MyTechDesk: A 60-day evaluation A free hands-on demonstration If you wish to participate in a hands-on product demonstration, you may request a personal tour of MyTechDesk. You will interact with a customer support specialist who will walk you through a hands-on MyTechDesk demo. Please

Logging in: Group manager and technical staff log in at the staff login screen. The Basics

Logging in: Requestors log in at the requestor login screen. The Basics

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

To Order a MTD 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).

Features MTD features have remained stable since the initial release in 2003, but version 2.0 was recently released (May 2008) and includes many new features. The original MyTechDesk features are described here:

Features The set of MTD version 1 features are: Access rights delegationCalendar pop-up windows Color-coded listsCustom fields Data exportEmbedded Quick-Help End-User submission of ticketsGroup directory Logo uploadMessaging Online file storagePassword resetting Performance stats at a glancePrint view of tickets Report generatorSearch all tickets/responses Self-assigning of tickets by staffStatus notifications Storing of filter settingsSub-groups and locations Text field pop-up windowsTime tracking

A number of new features were added to MyTechDesk in spring The following slides provide an overview of the upgrades, many of which were developed in response to user requests on the annual MyTechDesk survey. New Features

Inventory management – You can now assign inventory items to tickets via integration with edZone Assets. ( Reset your password – Staff and requestors can now reset their passwords. Improved custom fields – Group managers can define up to five custom fields in the system. Once created, these fields may be used as filters in the list and report generator. Improved Locations – Group managers can now add locations. If you are using MyTechDesk district wide, your locations may be the different schools. If you are using MyTechDesk as a school, your locations could be different buildings.

New Features Staff removal – Group managers are now able to remove staff members who no longer need access to MyTechDesk. Assign username and password to requestors – Group managers are now able to assign a username and password to requestors. Ticket cancelling – Group managers are now able to remove tickets from system. Importing of requestors – Requestor accounts can be created using an import process. Alternate location – To accommodate requestors who may work at a different location, it is now possible to assign a ticket to an alternate location.

New 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, this feature will help manage those to-do's. View ticket status and transaction history – tickets now show three types of history: notification, response, follow-up.

New Features Requestor notification of ticket status change – Requestors automatically receive information regarding status change of tickets they have submitted. A complete ticket report is ed to requestor on completion. Additional message/footer in ticket notifications – Staff members now have the ability to insert additional text to the notification sent out to requestors Advanced group manager modification options - 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.

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