Documentation and Managing Tickets - Learn Help Desk Series

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In this video we talk about creating proper ticket documentation so that you can always refer back to that ticket for more information down the line and so your co-workers will fall in love iwth you.
This video we featured Solarwinds Service Desk. This video is not in ANY WAY sponsored by Solarwinds but if you would like more information on their product you can check out solarwinds.com
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Опубликовано:

11 авг 2020

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Комментарии : 20

@user-yf6bx4sz7v 4 месяца назад

Just stumbled across your channel and watched a few videos and I love the way you present issues and provide explanations to specific situations!

@Broskibrother Год назад

Tier 2's at my company do this all the time. A lot of the issues we as tier 1's escalate aren't hard to fix time-wise, but require a lot of initial research find the solution. A lot of times I will look back through servicenow to try and find a similar ticket to what the caller is having an issue with. Often times I will find one in a tier 2 queue that is set to "resolved". I check the closure notes, and all the tier 2 put was "issue is resolved". Tier 2's never document their stuff, and it is infuriating to have to escalate a ticket that should be able to be handled at our tier 1 level, if the higher level techs would just document the ticket properly when they first fix it.

@drewjohnson4176 5 месяцев назад

Everyone sucks at documentation. The company I work for is so bad across the board that sometimes my manager will say something to me about not having details in a ticket that are documented. He just expects the tickets to lack detail.

@julianbueno6699 3 года назад

Perfect timing of this video.I got hired as Computer tech sub at school district. im used to hands on but i'm going to do pure service desk due to distance learning.

@TechTualChatter 3 года назад

I stress this to my team ALL THE TIMEE If you escalate a ticket there should be enough detailed information in it for the assignment group to know what the problem is

@misfitmagick1306 2 года назад

Ah we meet again! From freshman year of college to now! Thank you very much for all your help!

@na_k 3 года назад

Just curious, what ticketing system do you prefer to use & why? Could you do a video of all the systems you've used & the pros/cons of each?

@devongribbin9620 Год назад

Dude thank you for this video, convicting and helpful! Cheers

@stefandjordjevic9 3 года назад

Thank you bro for this videos.

@halo2bullseye922 9 месяцев назад

Great video!

@47gaara 2 года назад

Thank you

@mariembuenaventura1278 3 года назад

Thank you sir... This is really our problem its a chaos!

@shogenx 3 года назад

man some tickets ive seen where a guy legit skipped every second letter, or one person in defense use leet speak all the way through it was seriously depressing