Help desk operations and ticketing

What you'll learn

1. 1

   Imagine you run a help desk and a customer emails saying 'My printer is on fire!' 🖨️🔥 That's a ticket — a record of their problem.

2. 2

   Here's a ticket on a help desk board. Each column is a status — tickets move from left to right as they get sorted.

3. 3

   What does a ticket's status tell you?

4. 4

   Let's handle a ticket together. A user says: 'Can't log in to email.' Walk through the steps.

5. 5

   Now you try — move this ticket through the help desk pipeline.

6. 6

   A ticket's priority is 'High'. What should you do first?

7. 7

   True or false: A ticket should be closed as soon as it's created.