2.8.1 ticketing systems
What is ticketing system used for?
For managing progress and recording technical issues
What status is it in when the customer confirms the problem has be fixed.
The phase
What software do they use in the demo
Spiceworks
How do you create a new article in the knowledge base
What is the ticket software in the lab called?
What is a ticketing system?
a software application thats used to track help desk tickets
Notes should be?
clear, concise, and descriptive
How do you close a ticket?
Hit the close ticket button
How do you find the ticket you want to attach as a sub ticket?
What is the category of the ticket in the lab?
Software
When an issue is reported what personal information is needed?
The person’s name, phone number, and email.
What ways can Technical issues can be detected in?
Help desk call, chat, or email, in-person request, Monitoring and detection software
How do you create a ticket?
Click new ticket button
How do you add notes to a ticket?
How are issues categorized?
through a severity of he of a ticket.
What are the 3 severity levels of a ticket?
Low, medium, and high
How do you save a ticket before closing it?
Select the checkbox, close the ticket, and click Save.
How do you attach a sub ticket?
In the "more" tab
What information do you need to make a ticket?
Summary and a description of the problem
How many stages do a ticket pass through.
four
What does it mean when a ticket is In-progress?
A ticket has been assigned and is being worked on resolving the issue.
The ticket gets listed in Open Tickets
What is the knowledge base tool?
A tool that lets you see other peoples issues that have been resolved
What is the priority of the ticket in the lab?
High