 So, again, thank you, William, and I want to thank Ellis and TAP for hosting these great topics and webinars for the community. We all hope for the ones that host and also participate, we hope that these are helpful. These are short presentations, a lot of information at times to take in at once. So the hope is generally to get sort of the thought thinking. Some people might already have good ideas and trying to fill in the gaps. Some might be new to the game and trying to just get some information on, okay, so I know there's a need, we need to do this, but I have no clue where to start. So these presentations that Ellis and TAP does, you know, I think it's great for both cases if you're just starting and trying to just see where to go or if you have something implemented already and trying to sort of figure out the gaps. So next slide, which we won't spend on too much time on. So I'm Michael Hernandez, I'm the Director of Client Services at Just Tech and the majority of the staff at Just Tech, we're born in the legal aid community basically. We've had positions, IT and non-IT directly working with nonprofits and that's how Just Tech started. We saw the sort of need to try to help the community and so that's how Just Tech started and as I introduced William before, William I'll let you give your own spiel, but again William's been a part of this community for such a long time and valuable and information that he's provided and willing to help wherever he can. But William if you want to say a few words. Sure. William Guyton, I'm the Director of Information and Technology at the statewide LSE funded program in Oklahoma. Great. Okay, next slide. See if I can do this. So I put this slide up because I just want to preference that our focus is really on help desk support and there is a difference between help desk and network support. So help desk generally is kind of the one off single user type of issue. In this example, this guy is having a word formatting issue. So that's a part of help desk support. You hope engineering time isn't being spent on that type of issue and network support is more things that affect a group of users or to an entire office to an entire organization that might have multiple sites. So that's kind of the examples we gave here because our focus is more on the help desk side versus the network support. So I just wanted to distinguish between the two before we get started. Next slide, please, William. So when you talk about help desk, you have to first understand the model that you're using and there's a lot of options for models. So one is where you have basically a person internally that is wearing an IT hat. So they're not necessarily a actual technical person, but they're savvy enough to wear the technology hat for the organization. You also have where you actually have an internal person as the technician. So you have a dedicated person, whether it's part-time, full-time, but an employee of the organization who is playing that help desk role. And then you have your outsource solution where you don't have an actual employee playing the role of help desk, but you have it outsourced with a company that provides it. And then, of course, there's sort of the hybrid where some places have internal IT people and an outsource solution for certain things. So that basically covers kind of the four areas, the four common areas of it. So I think first you want to identify, know what your support strategy is and who's going to be doing it. So that's preference of this slide. Next slide, please. So one very important thing, regardless of the model, and William, I'm sure you'll have some input here. So whether it's a person playing an IT role, so it's not really their full-time job in the organization, but they wear the hat of an IT person. If you have an internal staff person working IT or outsource or hybrid, you want to make support a central place. So that could be done a number of ways, simply setting up an email address, support at your organization.org. As an example, you want a central place where all of your support issues go because there's valuable sort of data there. And also it makes it a little bit easier if you're sort of sharing that responsibility internally. So to give you an example, if you've got support email addresses, emails going to a specific person, look, people get sick, they take vacation, they're busy sort of doing other things. So if you're emailing support issues directly to someone who's either not available or not in, chances are your issue is not going to get addressed. And then you have all this data that's going in there, and the data could be just looking at common issues. As an example, what are the typical issues that the organization is having? You have all this data sitting in someone's personal company, but personal mailbox. And if you want to share that out with other people, it makes it more challenging. If that person leaves the organization, then you have all that email sitting. So regardless of the strategy that you have, a central point contact where all that data is going is really critical. And this is whether you have just going to an email or that email is associated with a ticketing system that then allows you to really dig into that data. So centralize your contact similar where if you have a support number where you want people to call, again, you want to make it easy one number for them to remember if you have a phone system that's going to allow you to route the calls to different people. So again, depending upon the strategy that you have, if you have more than one person doing that, you can set up a single number to ring on multiple people's phones and to provide assistance. Again, if you're in the same situation with email, if you are calling someone's phone directly and that person's out, otherwise tied up, it just delays the response to support. So centralizing how support is contacted, I think is key. William, do you have anything to add to that? Because I know you always have great information. Oh, yeah. Well, we didn't do it from a data perspective. We had to do it in Oklahoma from an accountability perspective because there wasn't a help desk when I got here. There wasn't a process and there was not a process by which you could ask for help. It was, you know, well, I asked so and so and they were supposed to tell you and it came down to accountability and that works its way both up and down an organization from the staff level up to the executive director, right? I don't know that I should be held accountable for a problem that I was not notified of, right? So you have that conversation with your boss and say, please provide me the opportunity to at least address the problem. So from our perspective, from Oklahoma's perspective, it was really more about accountability versus the data. Once you have a process in place and or a contact process in place, then the data becomes, you start, you can dig into the data at that point. But what initially drove us to implement a help desk was the fact that there was no accountability. You couldn't hold the staff accountable. Did you open a ticket? Did you make the right people aware that you had an issue? And then once you get past that challenge, then you start dealing with, well, how, you know, who do you contact and when and by what method based on the type of incidents you're trying to open a ticket for, right? So we prioritized things, obviously, because there's only three of us and 200 staff across the state. So there are things that get a higher priority. Internet's down in one office that that's a priority over, say, you can't print for the next hour. But from our perspective, from my perspective, initially, when you're coming into a brand new organization and trying to fix things, accountability is a huge part of that and gaining the trust of staff such that they can be honest with you about their technical support issues, because a good amount of time, it's not a technical issue, right? It's a people issue or a training issue or a lack of communication issue. So the help desk is more than just tech support. It is a help desk in that sense, because a lot of what we do is not necessarily tech support, but it is support. Great, great points, William. I absolutely agree with everything you said. Definitely some valuable information there. Okay, let's go to the next slide. So when you have a help desk, when you're thinking about your help desk model and you have something implemented, there are definitely things that you could do to both help your help desk as small or as large as it is, and also help the organization with it, being conscious of time and trying to address potentially some issues, or as William said, sometimes it's actually not an issue. It's a training issue. It's some information that you don't have. So here I'm just going to run through what's on this slide. So create a frequently asked questions. And so again, here is where having that data in one place is very important to help you create a frequently asked question. So as an example, if you're getting a lot of tickets to say, you know, how do I create an email signature? How do I use remote access? How do I change my voicemail greeting? How do I change my printer, my default printer? So you might see a trend of frequently submitted issues. And if you create an FAQ section where staff could go to, you could push users to go there first, depending upon the issue. Now, if their computer is not starting, not connecting to the internet, things like that, you don't want to push users to an FAQ section there. But for those common step based kind of issues, that would be a great place to have users go. And I think when you're thinking about FAQs, you also want to think about those questions for your onboarding process for new users, because a lot of times this is questions that people are going to have from day one. And if you build this into your onboarding process, you're going to, you're going to basically going to reduce the number of tickets, the number of requests that you have from users, because if they know it from day one, or it's part of their packet, if you're giving something like that out, they might later remember, oh, this was covered during orientation. Let me pull that information up, because it actually told us how to create an email signature, because someone might do a name change, someone might want to change their email signature. So having that information again, if you have the information accessible and easily, and the people know where to go, they're not going to submit a support request, and whatever the turnaround time is, they'll go, they'll get the information themselves, they're able to accomplish what they needed, and again, not submit that support request. So it reduces it. Similar with having a good knowledge base. And so here, for me, this is more for your help desk. You know, part of the challenges a lot of organizations has, especially with the small IT department, is you do have people come and go. And when you have a small IT department, especially let's just say a one man band, that person's leaving with a lot of valuable information. So creating a good knowledge base for your help desk team is going to allow that knowledge transfer to happen. If someone leaves, you're going to allow your help desk team to have a resource, because there are some issues that come up, not often, and between if it happens six months or once a year, but it's important information, having a resource to go back to and look like, oh, this happened a year ago. Let me see what I did to address it then versus trying to start from scratch, again, or some examples of why having a good knowledge base for your help desk is important. William, do you have anything to add on those two topics before moving over to the ticketing system? No, I mean, we've tried both, I mean, just some institutional knowledge. I mean, we've tried FAQs, we've tried knowledge bases. And users generally, in my experience, don't really look at either, in most of my experience, the folks that are going to look at an FAQ, I've had better results training them how to search on Google versus looking at an internal FAQ or a knowledge base. And in fact, most of my answers when I'm on the help desk are actually just Google queries. It's like, how do I set my greeting in Teams? And I'll actually Google it, find the two minute video that Microsoft put out and send them the Google URL. Because what I want to do is reinforce to the staff that the vast majority of what you're asking us to do for you, you could serve yourself and just do a good Google search. And good searching and sorting is one of those key information technology skills that you need, even as a staff person. And they do that in the legal realm. They just need to get comfortable doing it in the non-lingual realm. So part of what I try to do is say, I don't know the answer, but this is the first thing I would do to try to find an answer. And this is all I'm going to do is if you open a ticket that I don't know the answer to anyway. Right. So that's a great point. So William, I'll say, because of how great you are, your users probably say, I'm not going to spend the time. Let me let me email William. He'll get me the answer right away. So I think in your case and look, I think probably the case with other organizations as well, they're not going to spend the time to look up FAQs. But for those organizations that it takes forever for support to get back to them, or if they know, oh, you know, our one man band, he's out today, they're the places that are that users will use the FAQ section, you know, because, you know, so at JustSec, when, you know, even if we're doing an assessment where we're not doing sort of the help desk role for an organization, when we come in and talk to folks, you know, that's even been sort of a common concern where it's like, you know, we have one person doing, you know, wearing an IT hat, they're not really IT, you know, they have a caseload, and I can't always get their attention. Sometimes they're at court. I just wish there was a place where, you know, for easy issues, I could go and get the information because, you know, I'm trying to leave the office and I'm going on vacation and I want to record my voicemail greeting before I go, I don't know how to do it when I'm out of the office, so I want to do it now, but, you know, the person that is responsible or wears a hat is not in, you know, so if there was just a place I could go, I would go do it. So, you know, look, there is not a one size fits all, and you'll learn, you know, some of, you know, if some of these work, you know, well for your users or not, but I'll tell you, if the users feel like they don't have a resource available, they'll eventually start going to, you know, things like FAQ as an example. So it's an interesting one, but a lot of times when people asked us questions, we would, if we couldn't find a good Google-able resource, then we would create a short video and people wouldn't necessarily find, well, strangers would find the video online on YouTube, but we would get those same questions again and again, and then we would just send them a link to the video, which saved us having to explain it again and again. And we've done, we've done that. Yeah, that's great. Sorry. And yeah, I think, sorry, that's also a good point. You know, FAQ does not have to be all text, it does not have to be all kind of screenshots, you know, on the steps. If you have a good video that you could share, absolutely. You know, I would include, you know, think about all and any possible options when creating your FAQ and the videos, videos are generally are a good option if there's something that's, you know, short and very clear on what needs to be done. Yeah, that's a good point. Yeah, no, absolutely short with videos is key. I think, you know, part of the, one of the responses we've seen over the years is someone clicks on a video and they see it's more than a few minutes, they're like, Oh, forget this, I'll do, I'll figure out some other way, or they end up playing it in the background, not really paying attention, then they have to end up watching it a couple of times to really get the information that they need. So sure when possible is really good. For the next point, ticketing system, which I touched on earlier. So there are some free options, there are paid options, but I would seriously consider using a ticketing system. Again, you want you're trying to centralize where all this this data goes. And having just an email address for all support issues, that's a good way to centralize that. But then you're basically manually going through all those those emails to pull out the data that you need. And with with a ticketing system, that's going to allow you to really to get the data out and not not do it in sort of not not do it in the manual way, but be able to do some reporting on the types of issues that that come in. And as I think as as William mentioned before, all issues are not actual issues. Sometimes it's a training issue. So with that data, you might see, yeah, this type of issue or this type of request keeps coming in to support, we need to we need to do a training on this, or we need to send a tech tip to everyone on this to to to cut off, you know, additional support requests on on that topic. So centralizing that in the ticketing system and and and being able to get that data out is is very key. Depending upon the type of ticketing system that you go with me, there are tons of options and features that that you could use, including building in an FAQ section. In that so, you know, as an example, you might have the ticketing system auto generate a response. And in your response, you could have some some information, including a link to an FA your FAQ section. So that that could be used as another way to drive users to an FAQ section. For that example, you could you can also do that with with just a if you're just using an inbox where you have an order reply, you know, sent back with with some information and including, you know, here's the FAQ section, you know, here's here are some examples of, you know, the information you could get by looking in the FAQ. So as William pointed out before, if users, you know, won't themselves go to the FAQ section and still email support, they might end up going to FAQ. If it's taking too long to get back, they're like, Oh, that that bounce, you know, that order reply received had an FAQ section. Let me take a look and see what what's in there. So just a few examples of how you might use a ticketing system. But depending upon the system that you get, it could be very robust, could could do your inventory, could do your, your your your patching of machines, you know, the sort of endless possibilities with with the different ticketing systems that that are out there. And there are some free options. And and then, you know, there's, there's paid options as well. William, anything you'd like to add on the push for a ticketing system? Not really. I mean, the from our perspective, it was about accountability. And now, you know, we've had the same ticketing system going on four years now. So we're looking at how can I make it easier on the help desk by putting all the tools they need to do support on in one pane of glass. So we're, we're, we're looking at what we like and dislike about our existing ticketing system, and looking forward a year or two and trying to figure out what integrates with our cloud first 365 Azure take on things and trying to figure out how to collapse those what are now separate tools in the in the one pane of glass. But that's that's an internal kind of institutional thing that we're trying to figure out because I want to make it as easy as I can on the help desk folks to be able to give high quality help to our staff. Right. So to add to William's point, what to what he's talking about is basically I was mentioning, there's a lot of tools available. So one tool would be basically remote access. So even if you have one site, it's, it's still useful. But if you have multiple sites and you have one person doing it, ticket comes in, and there's an option to remotely access that user's computer. So if they know, okay, you know, this is something I need to actually see myself, or I need to do on the machine, you know, tools like that are going to make help desk a lot more, more efficient and productive if there's a way that they have to to easily remote into your computer, to walk you through what the fix is to see, you know, it might just be a matter of they need to actually have you recreate the issue, you know, so they can then look into to the issue. So that's, you know, one of the tools that you could possibly get within within the ticketing system. So thanks. Thanks for that point one. The last two points you might not be thinking about for when you're thinking about best practices for for help desk. But my I think my point with this is a part of help desk a lot is hardware related, you know, my my computer's not turning on my computer's running slow. So those are, you know, some common examples. If you have if you don't standardize your equipment, then you're sort of you're forcing your your your help desk person, whether it's an internal person, or outsource to to have knowledge of different computers. So, you know, think of, you know, mechanic in the sense of, you know, it's going to be easier for mechanic to know one, you know, one brand versus a million different brands, they're going to be able to provide a better level of expertise on a standard model versus having to support, you know, 234, you know, five different equipment, equipment models. And while we're on sort of the topic of equipment, you know, having equipment like cycle policy, kind of goes hand in hand with that because you might be creating more issues for for help desk and for the users by having very old equipment in place. And you know, this so this is something that I, you know, we see a lot and I appreciate, you know, a big part of it is just, you know, look, you don't have the budget, you know, to replace equipment. But I think, you know, having a lifecycle policy in place at least gives you an idea when when equipment should be replaced, when to budget for it. Because look, the older your equipment is, the more help desk issues that you're going to see. I mean, there's there's really not any real way sort of around it, you're going to get users that say, you know, my computer is running slow, my computer is, you know, crashing a lot or, you know, not turning on and dying. And you could prevent some of those types of requests coming in by, you know, having a policy in place on swapping out older equipment. So you don't, you know, you don't get to that that point. William, anything to add on on that? We do both. We have a standardized equipment and a standardized software loadout. So we know what that baseline is for both hardware and software. And we also have the equipment lifecycle lifecycle policy. And, and that's both a budgetary requirement and a fairly semi educated wag at how long we've seen the equipment that we have in place now be, be good for. So we do both of those things. One of the interesting things that we've figured out, and then it's not hard to figure out, but was going to go into 365 Azure allows a BYO D implementation, which is interesting. And Microsoft has done a fairly decent job of developing and deploying all of their apps that are exposed in 365 to a bunch of different platforms. So we're at a point now where standardized equipment is not quite as important as it used to be. Because we've got a generation of attorneys coming into the firm now that are bringing their own, they're bringing their own Mac or they're bringing the they're bringing their own iPad or they're bringing their own whatever it may be. And the cloud vendors have been pretty good at making sure that their applications are cross platform. So we're the standardized equipment kind of has an asterisk to the side of it a little bit depending on how you're deploying your software resources. Good. Yeah, good. Good point. Good point. So but glad you guys have both of those in place. It definitely makes it makes it a little bit easier to do all the other things that that come in when you when you have those policies in place. So we could let's go to let's skip a couple slides. Since I've touched on the frequently asked questions that I'll space let's pull up the ticketing system slide. Actually, yeah, perfect. So so here are some you know, free or low cost options out there. You know, I think if if you have an internal person that's wearing an IT hat, I think a little bit harder to go for those more robust systems. And it becomes more of a you know, you just want a central place to try to collect that data and have, you know, multiple people have have access to it. So it's it's not sitting in the single person's mailbox. But these, you know, here are some options that you can look into. But they're they're definitely a ton more available. And I think, William, you've used your fair share over the years. And if you know, people had questions about that, you know, feel feel free to, you know, to email me. I'm sure William would offer any any help as well, even just, you know, post it to the forum on LSNTAP. You know, if you have specific questions about any of the ticketing systems listed there, or what other people are using, including, you know, pros and cons of we've got a talk here from somebody we're using Spiceworks web version for help desks, but find it kind of annoying for various reasons. We'd also like to integrate with Microsoft Teams to get a kind of a single pane glass there, but doesn't seem like it's great for a free solution. Have you tested anything that seems really promising? William, do you know of any that that integrate with with teams? Yeah, you know, teams is more popular over the last couple years. But yeah, we're we're testing a couple of different platforms, and they all have Microsoft has opened up the API is beginning to open up the API to teams a little bit more, such that we're starting to test a couple of different providers via the Microsoft Store. So most of the big players are in that space. So the the go to assists and the and the Spiceworks and the most of those vendors will have some kind of API connection to teams or to Azure or to 365 at some point. What we'd ultimately like to find and haven't found it yet, and I'm sure it exists is because we're pushing teams so hard right now at lasso, we'd really like to be able to use teams for what it should be used for for team building, especially around help desk and training. And that that would include the remote access features that the one click to dial the client or the you know, the person that's opened the ticket so you can actually talk to them rather than text them or whatever have a common help desk file repository and and a how to and that kind of stuff and the videos integrated but use more of the teams like aspects in a help desk environment. We found some individual pieces. Some of them are quite expensive and we're still trying to find the sweet spot. But that's something I want to talk to folks in Portland about is is some of the teams specific tech support tools that they're using because I think it's it's fairly new. And we're still trying to figure out what the best mix of those particular vendors are. Great. Again, it's our it's just the the prevalence of teams in our community is very large right now. Yeah. Correct. So yeah, so that that that's a that was a great question. Yeah, it would be helpful to know a little bit more about some of the quirks you're having with with Spiceworks. I mean, I think if you haven't, I would definitely reach out to their their support. There's a community as well within Spiceworks. So I think in the past, it's been a while since I've done it directly with the Spiceworks community. But I remember that you would get some some good responses from from users out there. So think about that as a as a resource as well. But but sounds like William's going to be talking about this at the next conference in January. So might be some some good information to come from that. Well, I think you get we could skip. Yeah, so so what else? What else can you do? Again, best practices with help desk. So if you go to the the next slide. So like this I know for most places is is daunting for a number of reasons, budget being budget being one year. So we're having a hard time paying for replacement equipment. You know, how are we going to pay for for user training? And again, this this leads back to the frequently asked questions. You want to you want to try to get the most bang for for your buck. So you could you could base. So one is you could do user training in a variety of ways. It might just be documentation. It could be very short videos. It could be using which I think I have a slide coming up. You know, there are online resources that that and free, you know, Microsoft being one of them where you could steer your steer users to resources for for training. But the goal, the goal here is is you know, so how do we reduce the amount of support request support tickets that come in? So again, you want to look at the data that's coming in. And and think about, okay, so so what do we need to do some some training on and and and then figure out how best could we get that out? It could be just a tech tip. Or, you know, as part of you know, think about incorporating it as part of your onboarding of a new user. So, you know, you realize, yeah, a new person starts and, you know, a weekend, three months and six months in, we keep getting these, these questions, build it into your onboarding process, make it available and frequently asked questions or some other, you know, type of resource place. So they could get this information. Again, you're you're looking at ways to reduce help desk as part of best practice. So you want to think about, you know, training, you know, any kind of overviews that you could do. What are any thoughts on on this? We, we, we don't do a really good job at it. We're, we have a couple of, we don't do any formal new user training. We do, we do have a kind of a kit that we give them that says, these are kind of the kind of the FAQ model where you say these are probably the 12 most common questions, but then really leave it up to the managing attorney in that particular office to let us know if he or she is having a, you know, having a particular issue. It's, it's, it's a real weak spot in the way that we deliver tech to our new users and it's something we're looking at, but we haven't really found a great, a great formalized process. And it may be, again, something we, we incorporate with a combination of things you've already talked about, the FAQs and the videos and, and, and just really developing it and having a decent relationship with your staff in terms of, again, being non-judgeable. I'm here to help that kind of thing. Right. You know, this is a challenge. This is a challenge for most places. In a lot of time, you know, aside from, from budget resources, just the time, the time it takes to put things together, you know, is one of, you know, one thought there is if, if resources available, is if resources is a problem, you know, think about potentially bringing in like a college intern, a VISTA, things like that where, you know, you have someone for, you know, a short period of time. And if you could, you know, we've got your idea of, you know, his 10, 20 topics, you know, think about, you know, bringing in some, some free or very low cost labor to, you know, to try to get that done. You know, one of the things that we've pushed people to do is also look at your board and talk to your board, hey, you know, it'd be great if you could loan us some of your IT people, you know, at those, you know, at your law firm, you know, could you help us, you know, put something together that's going to help our users. So, you know, if you don't have the funding available to do it, you know, think about free options. And, you know, I don't think people think about their board as a resource. But they are, you know, especially when you have a board with some people from, you know, private law firms, talk to them, see, hey, you know, could we borrow your IT people? Or, you know, could we have them come in or, you know, do a call? And, you know, these are some things we're thinking about, you know, we need some help with, or we would like to create, you know, can you help us with this? If you're, if you have someone on the board that's at a private firm that's big enough, they might even have a trainer where you could use them. So, I, as I mentioned, early on the call, you know, a lot of people at Just Tech, we have a previous life working directly with a nonprofit. So, I work for a number of years at Legal Services NYC, and we did exactly that. We had a board member who was large enough to have an in-house IT person, in-house trainer, sorry. And there was a period of time where it was a little bit slower for them, and he'll basically allowed us to use him for two, three days every month for four months straight. So, we built a schedule. We had 16 offices around New York City at the time, and we built the schedule like, okay, you know, let's work on the topics. And it was at the time, you know, areas within Microsoft Office and Windows that we wanted covered. And, you know, he took his training on the road for us. So, he went to each of the office and, you know, did a presentation, did a training, and then did some follow-up where he was available in the office and went around to use his desk and was able to show them some things that was covered in the training. So, that was a great free resource that we had. So, you know, think about your board, you know, the word set they could say is no, you know, sorry, but if you end up having someone that's able to help, you know, a great option. If you could go to the next slide. So, again, we're talking about help desk best practices, and having a password manager is very key. Not only, so security aside, you want to have one, but for that knowledge transfer, or just so multiple people should have access. Let me say in no scenario, should it just be one person that has access to the passwords and no one else in the organization know how to access it. And again, whether you have an in someone wearing an IT hat, whether you have someone that's an actual IT person, or an outsourced solution, there should be a place where passwords credentials are being saved and multiple people have access. I think, you know, to take it one step up, it should be you should have at least one or two people internally that have access to it and access to everything. And, you know, they've got to be really upper management to have access to everything. But role, you know, sort of role based access, I think is key because you know, you don't want someone who really shouldn't have access to everything. All the credentials have access to it. And, you know, the reason why this is important is that if that you have someone get hit by the proverbial bus, or leave the organization, you could be in a really bad situation. If you don't have access to all your credentials, and this goes for website access, your, your, your server access, your firewall access, your switches, the local admin passwords on machines, you know, any, any hosted accounts that, that you have that that require access, you want all that information in one place accessible by multiple people. So you have it and not fall into a situation where someone leaves and you don't have a lot of that information. William, anything to add about that? Oh, it's critical. This is change management 101. Yep. If there is one thing that people take away from the entire webinar, put in a institution wide password manager, it helps with security, it helps with help desk, it helps with attrition people leaving the number of hours that this one piece of technology will save you and the number of headaches is so large. Yeah. And I can't remember 150 sets of credentials. And that's how many sets of credentials we have for different services. And the more cloud centric you get, the more of those credentials you'll have, and you can't possibly write them down and manage them that way. So it's it's a key takeaway. Absolutely. Okay, so documentation. So again, we're talking about help desk best practices. And this ties into password manager, but in a different way. You want to document as much as you can about your environment. Now, we are we are focused on on help desk. So I'm not going to get into you know, some of the networking side of why it's important to document your environment. But on the help desk side, you you you want to document, one example of what you would want to document is, you know, the special kind of one off fixes or or setups that that you have to do as an example might be, you know, you've got two people in the organization that that has an accounting package installed on their computer. And, you know, they they had to do certain things to get it to work properly. You want to have that things like that documented because again, that person leaves the organization who set that up. And then you run into an issue. And they had to do something special to get that set up. You're starting from scratch, only trying to imagine how the person set it up. And sometimes going to that vendors, you know, just say QuickBooks as an example, just going to them might not be very easy to kind of backtrack. So if you have the more you have documented and a place where you know, someone could go to look up, okay, so we had this accounting package on two computers, this is how we had it set up. It really just it goes a long way in being able to provide support. And, and, and you know, make it easier, you know, when when you're transitioning, you know, from one person leaving to the next, or even if you transition to a different solution where you have one person wearing an IT hat, and then you bring someone in to actually do IT, or you outsource it, you know, being able to share that documentation really just just goes along a long way. What way and anything to add on why it's good to do documentation? Well, it's great. Obviously, if the the things we try to document are the are the really strange esoteric stuff that's just you generally don't walk into the rest of it is fairly generic. But the some of the esoteric things that we deal with occasionally. One, for instance, for lasso specifically is, is we have the public defender contract in Oklahoma City. So that's not even part of lasso. But it's part of my portfolio. So I've got a special section in our password manager for secure documentation that says these are all the things that we've done for public defender over the last 12 months. And again, hit by bus scenario. This this gives leadership the the knowledge that that I'm documenting things that we're doing for another organization or another grand tour or another contract. But it but what we document is the esoteric stuff. Yeah, great, great. And yeah, it's like documentation is hard to do. So if you have certain areas that you want to focus on, that's, especially for help desk, that's definitely one of the areas where we want to focus on, not just, you know, the common day to day stuff, but the stuff that you don't run into often. So again, practices for question, and also a comment on the comment side, I'll just share super short story. I'm on the board of a small nonprofit are one of our executive team left. Six months later, we found out that we had a donor management system that nobody had access to. Like just that. There was a question here. What would people suggest for password managers? In the question, they do suggest last pass, which is my absolute favorite. What have you guys used? And what would you suggest as password managers to check out? We're sorry, we're using dash. Yeah, we're using that dash line just to throw it out there. Which one William? Dash line. Okay. So, so from from my, my point of view, so we were using enterprise level password manager, because we're, we need a place to save, you know, our internal credentials, client credentials, and keep that all, all separate. So, so we're using pass portal. And, you know, for if you have an outsource solution, they should be able to provide that to you at a pretty nominal, you know, monthly costs that would be worth it. And, you know, one of the reasons why enterprise level is good is because again, you don't want, you don't want everyone to have access, who has access to the password manager have access to everything. You know, as an example, you know, you might not want help that support having access to your financial systems, you know, admin account. You know, as an example, it just, you might have someone else who's handling that and that's just not something they need access to. So, you know, for us, role based is very important, you know, even internally, our, our health desk staff that supports clients, they don't have access to everything. They, if they're not going to touch say, a client's firewall, then you don't, you don't need, you know, that that person should not have access to that credential. So, look, I'll say there are a lot of solutions out there. I think just having one is, is, is really key. But if you have the resources and, and the budget, you know, think about it, enterprise level password manager, but, you know, last pass is a good one, even though I, I don't recall that, and, and sorry, correct me if I'm wrong. I don't think you could do role based access for that. But that might have changed over the last few years, but that last pass was definitely a common one. I've been using their teams level, which does not have that. I believe their enterprise does, but I haven't actually tried it. I know NJP was looking at it, but I don't think they are currently using it at the enterprise level. I think they're still on the teams level. Okay. But yeah, I think, look, it is hard to, to encompass everything. But I think as, as Sarge said earlier, if you're not, if you leave with anything, I'd, I'd rather have you store everything in one place and people have access to everything versus not have anything at all. So you've, you know, you've got to choose your battles. And, you know, again, I think just having something in place is, is, is most critical. But if you have the budget and resources where you could make that more granular, you should, you should definitely do that. So wow, 210 already. Alright, so, so quickly on policies and procedures, again, you're trying to make things easier for, for help desk. So you want an acceptable use policy. Look, it is a document at the end of the day, people read it, people sign it, doesn't mean they actually follow it, but, but you want to have that in place. You know, this is again, a way to reduce help desk issues. You know, not, not go on, you know, malicious websites, you know, websites that you shouldn't be on as an example, because if something does happen to their computer, you know, they're going to be contacting help desk, you know, more than likely. So, you know, think about acceptable use policy as part of best practices to help help desk password, password policy, as well, just because, you know, you want strong passwords, you know, you, you don't want people, you know, putting their password as a sticky note on their monitor. As an example, again, you know, ways to sort of how this ties into, to help desk, how to contact support. So we touched on this earlier, but you know, have, have, you know, make that as part of a procedure. So everyone knows how to contact support, you know, by email, by phone, if you have that, what, what, if any after hour support, you have, you know, so if you have that laid out for users as, as, you know, part of a procedure policy, you know, it does help streamline the help, help desk support. And, you know, one thing that does sort of tie into help desk and questions that come in is, you know, making sure users understand how to handle data internally and externally. You know, it, it, you know, so an example of how, you know, this ties into, to help desk as a user says, Oh, you know, I have a file that I need to, you know, share with an external, you know, co-counsel as an example. So if you, if users have this, this information ahead of time, or a place to look at, again, you're, you're looking for ways to reduce the, you know, the number of times help desk is, is contacted. William, anything to, to add on any of these? We're trying to bake all of this into one terms and conditions that everyone clicks through and accepts or ejects when they log into our 365 instance. So I'm trying to encapsulate a lot of this into a relatively short terms and conditions that once you touch data in our 365 Azure tenant that you have to accept. That's probably the only new wrangle that I've seen. Gotcha. Okay. Next, next slide. So again, help desk best practices. There's some tasks that you could set up as, as routine tasks. You know, so a few common ones that, you know, I think, you know, should be in place at, at, at all places. If you're, if you're not, say, having all of your files hosted online, is mapping network drives is a very easy and, and common one where I see a place that doesn't have that in place. So where that helps help desk is if, you know, if you're manually mapping network drives, I mean, you end up having an issue with the computer, you know, it loses its connection or that that user has a problem with their, with their desktop and they have to use another computer in the office. Once they log into that machine, it's, it's, you know, it's not following them. So they have to then, they have to basically get that user set up, you know, almost from scratch on a new machine. And if you don't have network drives mapped, you're going to have to manually map those drives for the user. So again, you know, thinking about ways to reduce how help desk is, is contact is, is, you know, the thing, think about how you could automate. So mapping network drives, installing mapping printers and copiers as well. If, if you're large enough and, you know, a common, a common issue of, you know, users needing help password resetting passwords, you can think about options where they could reset their own password them themselves, if they're, you know, locked out as an example. And then, you know, again, for the help desk side, if you're doing any kind of inventory, looking for options to automate the software and hardware inventory. So they're not manually, you know, keeping track, like on a spreadsheet as an, as an example. So this ties into options within a ticketing system, where you again, you're, you're automating the process of, of doing your inventory. William, any, anything to add on on automated? And it is, what help desk ticketing software do you think is best for easy reporting? Like when something comes in, when it's done, closed, popular issue solutions, preferably even with a dashboard. So we use the enterprise level connect wise. And I know there's some of the, some of the larger organizations use that. Kasey is another one. William, what, what are you guys using there that you've had for the last four years? You mentioned we're, we're using grove HQ. So G R O V E HQ calm. And there's things we love about it and things we hate about it. Again, we, we kind of didn't keep anything on prem. So we needed a cloud based treble ticketing system. And this was one of the first ones we looked at four years ago. I'll put it in the chat, but that's currently what we're using. Great. And as William said, there's things he loves and, and hates about it. And I'll say there, there is no solution out there. That's just going to be all pros. There's just, you find something that you don't like about the system or you wish was different. Yeah, I think that's generally the case for, for, for any application, not, not just ticketing system, you know, you're going to have a solution in place that, you know, hopefully covers the majority of what you need. And it makes it a little bit easier. But you're always going to find things that, that you don't like about it. And wish was a little different. I would always recommend to submit those suggestions to whoever the vendor is that supports the application. It definitely is a long shot. But if you have the same kind of thought or concern that they're receiving from a lot of other people that, that might help push that, that change through. And I have seen it a couple of times happen. Unfortunately, not as many as I have not seen it. But you, you know, you never know. You might, you might get lucky on what you're submitting. And it might help, you know, sort of push that up, up their list. Next slide, I guess. Well, actually wanted to, I'm sorry, did you, I think sorry, jumped in with Well, you were talking automation, and you're talking about drive mapping. And I remember when we used to do that. Having moved everything to the cloud, we've, we've pushed one drive adoption and SharePoint adoption, where there is no drive mapping anymore. So I got a little chuckle out of the drive mapping, but we've all been there and done that. So I mean, look, communication, we've, we've, we've definitely talked about a lot sort of throughout. So just making sure users know, you know, where to go to get help, what resources they have available. I would strongly, strongly, strongly encourage people. If you're making changes, you want users to know. Yeah, look, we've dealt with organizations that have made smart changes, but they don't inform their users either ahead of time or with enough time. So you want to communicate with the user. So if there's a change that's happening, that even if it's a small sort of impact, but who can create support requests, you just want to communicate, you know, hey, on, you know, this weekend, we're doing network maintenance. We're, you know, we're, we're, you know, doing some updates and we need your computer to stay on or, you know, here's a common one that, you know, there's, you know, a lot of places have their antivirus software run overnight, you know, which is, which is great. You don't want your antivirus scanning your entire computer during business hours. So, you know, you set it up as at 2am. And, you know, so one of the things that happens, you have users that turn their computers off. When they leave, they turn their computer back on, when they get into the office in the morning and the antivirus says, oh, I last scanned, you know, on this day, I need to scan now. And, and the antivirus software starts scanning, you know, as soon as they, they log into the computer and it's going to make their computer run slow for the next 15 minutes, half an hour, hour, all depends on how, how, you know, fast your computer is. So just sharing, you know, communicating information to users, you know, we have this antivirus that scan your computers at night. We also run updates at night. Please do not turn your computers off. So just even, you know, those kind of communication tips is important. Wow, 225, anything to add there, William, on communication? Yeah, and communicate with the help desk. Absolutely, right. So both works both ways. So an example is, hi, help desk. I've had this issue for the last two weeks. Can you help me with it? And the answer is, yes, I would be more than happy. But why did you wait two weeks to let me know? So yes, communication works both ways. Great, great point. All right, let's go to the next slides. We're running out of time here. So again, we talked about user training and there is some free available resources I put two up here. Microsoft has some great, some great videos, you know, to use. So, you know, that's a link to one of them. And then Adobe also has some good online stuff as well. So, you know, check out what resources they have available. You could, you could do it a number of ways. You could just tell users, here's the resource available. You know, look through and pick the ones that you are most interested in. Or if there's certain topics you see as a trend that would be helpful, you could send that specific link out and say, you know, we see this trend, or we see there's a common issue with, you know, formatting in Word. You know, here's a good video to watch. So, there are a number of ways you could approach that. Anything, William, you were shaking your head on the online video. So, you're a fan? Well, I just, I posted the Microsoft Teams document page because Microsoft has not been really good at training end users. And this is actually a decent, a really good example of Microsoft trying to change, to help, to help desk help our end users adopt some of their technology. And I just posted it in the, in the, in the chat. But it's a, it's a URL I use quite a bit because they've, they've figured out, again, the, the short discreet how-to type videos, especially around a complex product like Teams, is, is really helpful. And I reference a lot of our staff, too, because they'll do a, how do I, and I'll go, there's a two minute video on that. I could show you, but watch this, and more importantly, this is a resource you need to have for not only yourself, but your entire office. Great. Great. Okay. I think, I think we're on our last slide. So, so thank, thank you everyone for, for, for joining. I appreciate you dealing with my technical issues. Today, I hope, you know, I hope this was, was useful. Again, you know, some, some people joining this, all might be new to them, and they're looking for, for places to start. It sounds like, at least from some of the questions and comments. Folks already sort of have things implemented and looking for, for ways to fill in the gaps or, or, you know, just look at wanting to see, you know, some of the best practices out there. Yeah, questions to LSN tab, you know, is a great resource. So, you know, you should post questions there. If there are questions I could, I could help with, you know, please feel free to email me. I'm sure William sort of feels the same if, if, you know, there's some way that, that he could help on either what we've talked to today or, you know, just something else. You know, even if it's something we don't know, I'm sure we could steer you in the right direction. So, you know, use us as, as a resource, as well as LSN tab, you know, to help in, in any way we can. The work the community is doing is, is, is very important. And, you know, the technology around it, that work is, is important. Because it's, you know, hopefully allowing staff to work more in question and get things done, make things, make things easier, not, not harder. So, using the resources that you have available is, is important. Yeah, I want to say thank you to both of you guys for doing this. This is such an important area. I want to emphasize what you just hit on, which is the email listserv for LSN tab is one of the best resources out there. Ask your questions there. The community will help out. We'll have this video up within the next few days. And there'll be a summary of all of our videos from the last year coming out on the LS tech lists. If there's trainings that you want to see, my guess is that you'll see a survey here in the next few weeks as LSC starts to set up trainings for next year. So please get feedback and ask for the things that you really want to see people do trainings on. That's all I've got. Thank you guys so much. Thanks. Thanks everybody. Bye.