Master Ticketing System & Help Desk Fundamentals

Planning is critical to a good ticketing system (and many other things!). In this lecture we'll quickly overview the basic planning processes before digging into the details.

Without customers your ticketing system doesn't do anything! This lecture goes over uncovering who your customers are and how to determine what their needs are. Be sure to review the "Know your customers" worksheet so you can learn more about your customers.

Get hands-on with your Jira Service Management project and learn how to setup Request Types. Setting these up properly will help guide customers during ticket creation and help improve the information your agents get when a ticket is entered.

Having a good team structure, including a clear understanding of who does what, is critical to a successful ticketing system. In this lecture you'll learn how to identify what resources you'll need on your team and how to set them up in a tiered support structure. Check out the resources for a hands-on exercise in determining YOUR team's structure.

Having a good ticketing system doesn't help if folks don't know about it. Thinking through and deploying a communications strategy will help ensure your customers know how and where to access your ticketing system. You'll learn to identify your audience, determine how to communicate with them and think through your message content.

In this hands-on exercise you'll learn how to setup descriptions and announcements in Jira. Both of these will help inform your customers about your ticketing system and guide them to the right spot.

Planning isn't something that just happens once, you'll need to plan for continually improving your system. In this course you'll learn how to setup an ongoing improvement plan to ensure long-term success for your ticketing system.

This lecture will wrap up our understanding of planning and will review the various items covered earlier in this section.

This lecture will introduce you to the various ongoing processes you'll need to setup and manage for a successful ticketing system.

In this lecture you'll learn about the importance of a strong intake and triage process. You'll learn how to setup a good intake and triage flow so tickets are setup for success. Be sure to review the attached resource and setup your own intake and triage process.

An escalations process gives guidance for your team on when, how and to whom tickets should be routed to. In this lecture you'll learn why this is important, and how to setup an escalation path for your team.

In this hands-on course you'll learn how to setup queues in your Jira instance. These are essentially tailored lists of tickets to help your team more easily manage tickets and know where to focus their work.

This hands-on exercise will show you how to practically escalate tickets in your Jira instance. This includes things like letting the reporter know the ticket is being moved, and ensuring the ticket is placed in the appropriate status.

Resolving tickets successfully is the goal of any ticketing system. In this lecture you'll learn the importance of a having a clear definition when a ticket is completed, including having a checklist for your agents to use when closing tickets.

Understanding basic processes is critical to the success of your ticketing system. In this lecture we'll quickly review the processes you just learned.

This lecture will introduce you to reporting, and outline the reports you'll learn about in this course including basic reports and SLAs.

This lecture covers some basic reports you'll need to understand to be successful.  You'll learn the importance of an open tickets report, an aging ticket report and one detailing high-priority items.

In this lecture you'll get hands-on in setting up basic reports in Jira. You'll build a report showing all open tickets,  and high-priority items. Plus, you'll learn how to change what columns are displayed so you can tailor your view to meet your needs.

Service Level Agreements are agreements with your customers on how long it will take to close (or take other actions) on tickets. In this course you'll learn about two basic ones, time to resolution and time to first response, how they'll help your team stay on track and how they'll help build your relationship with your customers.

In this lecture you'll get hands-on and learn how to setup SALs in your Jira instance. You'll learn where SLAs are setup, and how to customize them to fit your needs.

The lecture will take the theory learned in the prior one and apply it to some examples. You'll learn how take into account the various rules that can impact SLAs, and walk through several examples of how to calculate SLAs manually.

This course wraps up our module on reporting and reviews the main themes we covered.

This section covers some additional concepts and ideas you'll want to consider when setting up your ticketing system. Here you'll get an overview of topics like ticket deflection and supporting your agents.

Tickets are the source of truth for that particular issue. In this lecture you'll learn why this is so important, and how to help your team understand this as well.

This lecture covers ticket deflection - empowering your customers to get answers on their own. This helps reduce the load on your team, but also improves your customers by giving them the ability to help themselves.

The best ticketing system in the world will fall apart if your agents aren't supported. This lecture presents some ideas you can apply to help ensure your agents are supported and ready to succeed.

This lecture wraps up our discussion on other considerations.

Get a high-level overview of the lifecycle of a ticket, beginning when it enters your system and ending when it becomes part of your analysis for improvements

Get a front-row seat to how a reporter enters a ticket into the system via the portal

See what happens during triage - the first set of actions taken by an agent to ensure a ticket is ready for work

Triage will frequently determine a ticket is missing important information and more input is required. See what it looks like to work with your reporter to gather more information.

Sometimes a ticket cannot be solved by the agent that first touches it and it needs to be escalated to a resource with more access or training for resolution. See what a solid escalation looks like here.

Once a ticket reaches the correct agent it can be worked on, and resolved. This lecture will show you what happens when a ticket is closed prematurely and how to recover.

After a ticket is closed out it is still useful and can help drive further change or updates via analysis and reporting. See what it looks like to review tickets in this lecture.

This lecture wraps up this course.

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