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Create a Help Desk in Smartsheet?

Archie Lopez
Archie Lopez ✭✭✭
edited 12/09/19 inArchived 2015 Posts

Anyone have experience in creating a Help Desk in Smartsheet? We are trying to find a solution to give our customers a way to reach out to us with issues (not necessarily IT-related) and have the ability to track each. Anyone have a template they could share?

Thank you in advance!

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Comments

  • JamesR
    JamesR ✭✭✭✭✭✭

    My Collegue and I have assisted a number of customers to build a bespoke Help Desk type solution and we would be willing to assist you if if you want. We do give a free initial consultation to assess your needs and then would submit an initial proposal. We do not have templates as we believe each solution should be bespoke to the requirements.

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  • John Sauber
    John Sauber ✭✭✭✭✭✭

    The beauty of Smartsheet is the fact that it's easy to customize it to whatever your needs are. Start with some templates that Smartsheet has already started for you and get to modifying them to suit your needs. We have two different issue trackers we leverage here, and they all started with the templates below, and are now completely different, custom-tailored web applications for us.

    //www.santa-greenland.com/solutions/help-desk-ticket-tracker-and-form

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Categories

If you want to know the percentage over\/under the Contract Amount<\/strong>, your formula (placed the [Percentage] column) would be:<\/p>

=([Contract amount]@row - [Install Labor (actual)]@row) \/ [Contract amount]@row<\/p>

Be sure the \"Percentage\" column is formatted as a percentage. Positive numbers show that your total spend is under<\/strong> the [Contract amount]. Negative values show your total spend is over<\/strong>.<\/p>

You can use a similar formula to measure how far over\/under your [Labor $ (quoted)] amount is from your [Install Labor (actual)] amount.<\/p>

=([Labor $ (quoted)]@row - [Install Labor (actual)]@row) \/ [Labor $ (quoted)]@row<\/p>

Here, though, a negative value shows that you are OVER<\/strong> the estimate. A positive value shows you are at or UNDER<\/strong> the estimate.<\/p>

\n
\n \n \"Screenshot<\/img><\/a>\n <\/div>\n<\/div>\n


<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":322,"name":"Formulas and Functions","url":"https:\/\/community.smartsheet.com\/categories\/formulas-and-functions","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[{"tagID":254,"urlcode":"Formulas","name":"Formulas"}]},{"discussionID":107038,"type":"question","name":"Modified Date loses detail when referenced","excerpt":"Application: Trying to capture and display a 'sheet last modified' value on a dashboard. Approach: Using a formula in the sheet summary sidebar to find the max value of all timestamps in the 'Modified' column. Formula is as follows and is functioning as expected. =MAX([Modified]:[Modified]) Problem: The displayed value…","snippet":"Application: Trying to capture and display a 'sheet last modified' value on a dashboard. Approach: Using a formula in the sheet summary sidebar to find the max value of all…","categoryID":322,"dateInserted":"2023-06-28T17:43:23+00:00","dateUpdated":null,"dateLastComment":"2023-06-28T21:44:02+00:00","insertUserID":154049,"insertUser":{"userID":154049,"name":"Rob W.","url":"https:\/\/community.smartsheet.com\/profile\/Rob%20W.","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/defaultavatar\/nWRMFRX6I99I6.jpg","dateLastActive":"2023-06-28T21:44:18+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"updateUserID":null,"lastUserID":154049,"lastUser":{"userID":154049,"name":"Rob W.","url":"https:\/\/community.smartsheet.com\/profile\/Rob%20W.","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/defaultavatar\/nWRMFRX6I99I6.jpg","dateLastActive":"2023-06-28T21:44:18+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"pinned":false,"pinLocation":null,"closed":false,"sink":false,"countComments":2,"countViews":22,"score":null,"hot":3375964045,"url":"https:\/\/community.smartsheet.com\/discussion\/107038\/modified-date-loses-detail-when-referenced","canonicalUrl":"https:\/\/community.smartsheet.com\/discussion\/107038\/modified-date-loses-detail-when-referenced","format":"Rich","lastPost":{"discussionID":107038,"commentID":382970,"name":"Re: Modified Date loses detail when referenced","url":"https:\/\/community.smartsheet.com\/discussion\/comment\/382970#Comment_382970","dateInserted":"2023-06-28T21:44:02+00:00","insertUserID":154049,"insertUser":{"userID":154049,"name":"Rob W.","url":"https:\/\/community.smartsheet.com\/profile\/Rob%20W.","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/defaultavatar\/nWRMFRX6I99I6.jpg","dateLastActive":"2023-06-28T21:44:18+00:00","banned":0,"punished":0,"private":false,"label":"✭"}},"breadcrumbs":[{"name":"Home","url":"https:\/\/community.smartsheet.com\/"},{"name":"Formulas and Functions","url":"https:\/\/community.smartsheet.com\/categories\/formulas-and-functions"}],"groupID":null,"statusID":3,"attributes":{"question":{"status":"accepted","dateAccepted":"2023-06-28T21:29:15+00:00","dateAnswered":"2023-06-28T18:46:15+00:00","acceptedAnswers":[{"commentID":382932,"body":"

Set the Sheet Summary field as text\/number then add +\"//www.santa-greenland.com/community/discussion/546/\" to the end of the MAX function (plus quote quote) to convert it into a text string.<\/p>

=MAX([Modified]:[Modified]) + \"//www.santa-greenland.com/community/discussion/546/\"<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":322,"name":"Formulas and Functions","url":"https:\/\/community.smartsheet.com\/categories\/formulas-and-functions","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[]},{"discussionID":107030,"type":"question","name":"How to subtract percentages?","excerpt":"I created a new column % Not complete and am trying to add a formula to have =100%-[%Complete]@row. Answer #UNPARSEABLE I have also tried =100-%Complete]@row. Answer: This will populate an answer, however I cannot adjust the formatting from % to number Example: %Complete = 13% Correct answer should display 87% Second…","snippet":"I created a new column % Not complete and am trying to add a formula to have =100%-[%Complete]@row. Answer #UNPARSEABLE I have also tried =100-%Complete]@row. Answer: This will…","categoryID":322,"dateInserted":"2023-06-28T15:56:57+00:00","dateUpdated":"2023-06-28T16:22:44+00:00","dateLastComment":"2023-06-28T16:35:48+00:00","insertUserID":150369,"insertUser":{"userID":150369,"name":"v.winters","url":"https:\/\/community.smartsheet.com\/profile\/v.winters","photoUrl":"https:\/\/aws.smartsheet.com\/storageProxy\/image\/images\/u!1!p_DnqRu23us!e98n5_-JJOs!fH1r3mTuHpU","dateLastActive":"2023-06-28T16:34:54+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"updateUserID":150369,"lastUserID":150369,"lastUser":{"userID":150369,"name":"v.winters","url":"https:\/\/community.smartsheet.com\/profile\/v.winters","photoUrl":"https:\/\/aws.smartsheet.com\/storageProxy\/image\/images\/u!1!p_DnqRu23us!e98n5_-JJOs!fH1r3mTuHpU","dateLastActive":"2023-06-28T16:34:54+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"pinned":false,"pinLocation":null,"closed":false,"sink":false,"countComments":2,"countViews":24,"score":null,"hot":3375939165,"url":"https:\/\/community.smartsheet.com\/discussion\/107030\/how-to-subtract-percentages","canonicalUrl":"https:\/\/community.smartsheet.com\/discussion\/107030\/how-to-subtract-percentages","format":"Rich","tagIDs":[254],"lastPost":{"discussionID":107030,"commentID":382885,"name":"Re: How to subtract percentages?","url":"https:\/\/community.smartsheet.com\/discussion\/comment\/382885#Comment_382885","dateInserted":"2023-06-28T16:35:48+00:00","insertUserID":150369,"insertUser":{"userID":150369,"name":"v.winters","url":"https:\/\/community.smartsheet.com\/profile\/v.winters","photoUrl":"https:\/\/aws.smartsheet.com\/storageProxy\/image\/images\/u!1!p_DnqRu23us!e98n5_-JJOs!fH1r3mTuHpU","dateLastActive":"2023-06-28T16:34:54+00:00","banned":0,"punished":0,"private":false,"label":"✭"}},"breadcrumbs":[{"name":"Home","url":"https:\/\/community.smartsheet.com\/"},{"name":"Formulas and Functions","url":"https:\/\/community.smartsheet.com\/categories\/formulas-and-functions"}],"groupID":null,"statusID":3,"attributes":{"question":{"status":"accepted","dateAccepted":"2023-06-28T16:35:51+00:00","dateAnswered":"2023-06-28T16:31:26+00:00","acceptedAnswers":[{"commentID":382883,"body":"

@v.winters<\/a> <\/p>

If the two percent columns are formatted as percent columns (see screenshot), then the % Not Complete column would have this formula: <\/p>

=1 - [%Complete]<\/em>@row<\/p>

\n
\n \n \"Menu.PNG\"<\/img><\/a>\n <\/div>\n<\/div>\n

Hope this helps!<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":322,"name":"Formulas and Functions","url":"https:\/\/community.smartsheet.com\/categories\/formulas-and-functions","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[{"tagID":254,"urlcode":"Formulas","name":"Formulas"}]}],"initialPaging":{"nextURL":"https:\/\/community.smartsheet.com\/api\/v2\/discussions?page=2&includeChildCategories=1&type%5B0%5D=Question&excludeHiddenCategories=1&siteSectionID=0&sort=-hot&limit=3&expand%5B0%5D=all&expand%5B1%5D=-body&expand%5B2%5D=insertUser&expand%5B3%5D=lastUser&status=accepted","prevURL":null,"currentPage":1,"total":10000,"limit":3},"title":"Trending Posts","subtitle":null,"description":null,"noCheckboxes":true,"containerOptions":[],"discussionOptions":[]}">

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