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Chapter 4: Helpdesk Ticketing > What Is the Helpdesk Ticketing Process?

WHAT IS THE HELPDESK TICKETING PROCESS?

As anyone that works in the IT department of a company of any size knows, technology fails outright on occasion, or end users find creative ways to cause problems for themselves. It often falls to the IT department to unravel these problems and get end users back up on their feet, happy and productive. The goal of a helpdesk ticketing process is to help the IT department manage end user reported problems efficiently, with high quality and with high satisfaction. At the same time, a good solution helps end users figure out things on their own, and when they can’t, report the problem and receive updates as IT addresses it for them.

The helpdesk ticketing process loosely follows the pattern you see in crowded delicatessens. You pull a numbered ticket from the ticket machine and wait for someone to call your number. This is where the “ticket” part enters the picture. Unlike at a deli, however, you’re not placing an order, you’re reporting a problem or requesting action.


  

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