Udemy – Ticketing System & Help Desk Fundamentals-With Jira Examples 2022-6

Udemy – Ticketing System & Help Desk Fundamentals-With Jira Examples 2022-6 Downloadly IRSpace

Apr 17, 2025 - 11:05 Updated: Apr 20, 2025 - 21:08

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Udemy – Ticketing System & Help Desk Fundamentals-With Jira Examples 2022-6

Ticketing System & Help Desk Fundamentals-With Jira Examples 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.

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 or help desk
Design processes to support a successful ticketing systems or help desk
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

Who this course is for

Individuals new to ticketing systems or help desks
Individuals who need to launch a new ticketing system or help desk 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
Individuals looking to understand the importance of ticket management