Whether you’re new to ticketing systems or help desks, or want to review fundamental aspects of them, this course provides basic information on how to set one up and keep it running successfully. I’ve designed this course specifically for first time ticketing systems or help desk users, for individuals inheriting a ticketing system or help desk, or for individuals curious to learn more about fundamental ticketing systems and help desk topics.

This course covers fundamental aspects of ticketing systems and help desk, including planning, processes, reporting and other considerations. Planning covers topics like knowing your audience, developing a team structure, and thinking through a communications strategy. Fundamental processes include items like intake and triage, escalating tickets and ticket resolution.

Reporting will give you an overview of basic reports that will help you manage your ticketing systems. You will also learn about service level agreements, and how they will help manage expectations with your customers and focus your team. Finally, we’ll dig into some additional considerations, like ticket deflection, tickets as the source of truth and supporting your team.

Throughout this course you’ll also get a number of exercises and resources to help you apply what you’re learning. They’re designed to help you effectively implement improvements to your ticketing system.

This course also includes hand-on activities using a free version of a widely-used ticketing system called Jira Service Management. You’ll learn how to set up a help desk portal, populate it with request types, build useful queues for your agents to work out of, track SLAs and more.

I made this course for:

• Individuals working on a help desk for the first time

• Folks curious to learn more about the fundamentals of how a help desk operates

• People who use ticketing systems but are curious on underlying concepts or principles

• Anyone who interacts with any type of ticketing system who is looking to understand more about how they work and operate

This course is NOT intended for / does not include:

• Individuals looking for technical skills to answer help desk tickets (e.g. troubleshooting tickets, command line, etc)

• Hands on activities in systems other than Jira (e.g. Zendesk, ServiceNow, etc)

  
  

In this course you’ll learn about things like:

• The importance of understanding your audience

• What SLAs are and why they are important

• How to support your ticketing agents and empower them to be successful

• Why continuous improvement is something you need

• Why having clear escalation paths for tickets is important for both customers and agents

Please join me in this course and get a solid understanding of ticketing system and help desk fundamentals today!