Explanation
Ticketing & Help Desk Basics – Examples If you are new to ticketing or help desk systems, or want to review the basic aspects of them, this course provides basic information on how to set one up. and continues to be successful. I designed this course specifically for first-time ticketing or help desk users, individuals who are inheriting a ticketing or help desk system, or individuals interested in learning more about basic ticketing and help desk topics. The course covers the fundamental aspects of ticketing and help desk systems, including planning, procedures, reporting and other considerations. Planning covers topics such as knowing your audience, developing a team structure, and thinking through a communications strategy. Basic processes include things like receiving and sorting, escalating tickets and resolving tickets.
Reporting will provide you with an overview of the basic reports that will help you manage your ticketing process. You will also learn about service level agreements, and how they will help manage your customers’ expectations and focus your team. Finally, we will dig into additional considerations, such as ticket diversion, tickets as a source of truth and supporting your team. During this course you will also find a number of exercises and resources to help you apply what you are learning. They are designed to help you effectively implement improvements to your ticketing system. This course also includes hands-on activities using the free version of a widely used ticketing system called Existing Service Management. You’ll learn how to set up a help desk portal, load application types, build effective queues for your agents to work on, track SLAs and more.
What will you learn?
- Basic principles of how to set up a ticketing or help desk system including things like planning, processes, and reports
- Understand the importance of planning a successful ticket or help desk system
- Design systems to support successful ticketing or help desk systems
- How to consider the needs of your customers and provide excellent support
- Additional considerations such as supporting and empowering your agents and ticketing
- Get and set up the free Jira service management help desk
Who is this course for?
- Individuals new to ticketing systems or help desks
- Individuals who need to start a new ticketing or help desk system or improve an existing one.
- Teams looking to improve how their ticketing system can help them excel
- Individuals interested in learning how to configure a Jira service management instance
- Individuals looking to understand the importance of ticket management
Ticketing System Guide & Basic Help Desk – Examples Available
- Publisher: Udemy
- Teacher: Robert Hean
- Language : English
- Level: Beginner
- Number of courses: 33
- Duration : 1 hour and 21 minutes
Ticket System Content & Help Desk Basics – Examples Available
Requirements
- Want to learn more about ticketing procedures and help desks
- Email address (to sign up for a free Jira service admin account)
Pictures
Sample Clip
Installation Guide
Extract files and watch your favorite player
Subtitle : English
Quality: 720p
Download Links
Password file: free download software
file size
1.29 GB