Ticketing System and Help Desk Fundamentals

Discover the fundamental aspects of setting up a ticketing system or help desk, including hands on Jira practice!

What you'll learn
Basics principles of how to setup a ticketing system or help desk including things like planning, processes, and reports
Understand the importance of planning to a successful ticketing system
Design processes to support a successful ticketing systems
How to take your customers needs into account and provide high-level support
Additional considerations like supporting and enabling your agents and ticket deflection
Get and setup a free Jira service management help desk

Requirements
Desire to learn more about ticketing systems and help desks
An email address (to signup for a free Jira service management account)
Description
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.

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!

Who this course is for
Individuals new to ticketing systems or help desks
Individuals who need to launch a new ticketing system or improve an existing one
Teams looking to improve how their ticketing system helps them excel
Individuals interested in learning how to setup a Jira service management instance