![]() ![]() When converting these requests into tickets, a help desk ticketing system should automatically capture as much information as possible, such as the source email, phone number, and device name. Once converted into tickets, an automated ticketing system will then allow you to track the request throughout its lifecycle, from creation to resolution. ![]() Requests can come from a wide range of sources, including email, phone, social media, an RMM tool, the network or server, and even the occasional employee walk-by at your desk. Capturing and recording requests is critical to any ticketing system. How does a help desk ticketing system work?Īn IT help desk ticketing system works by first creating a ticket, which is simply a document recording all actionable information pertaining to the issue at hand. ![]()
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