Master Ticketing System & Help Desk Fundamentals

Applies to ANY system | Build Strong Processes | Support Your Team | Streamline Operations | Hands-On Experience

4.55 (51 reviews)
Operating Systems
1.5 hours
Feb 2024
last update
regular price

What you will learn

Understand your customers needs and design an intake process to support them

Design processes to support a successful ticketing systems or help desk

Use queues in Jira to allow Agents to focus on which tickets need work

Discover ways to support your ticketing Agents so they can become more effective at resolving issues

Use ticket deflection techniques to reduce the overall number of tickets entering your system

Get and setup a free Jira Service Management help desk


Welcome to my comprehensive course on Ticketing Systems and Help Desk Fundamentals!

No prior knowledge is necessary - I'll show you everything you need to know.

Whether you're just starting out or have years of experience in the IT help desk field, I've designed this course to equip you with the foundational knowledge required to not only establish but also effectively manage a thriving ticketing system. The concepts and ideas you learn can be applied to any ticketing system. To help ensure you get hands-on experience I have also included hands-on lectures in Jira Service Management (a very common system), as well as instructions on how to setup a free version that you can learn with.

The course is designed around several sections, including:

Planning - How to set up your system, and team, for success, including:

  • Knowing your audience - Understanding WHO uses your system is critical to setting up a successful system as different groups have different needs

  • Team Structure - How to structure a support team to handle issues

  • Communication Strategy - Building a solid community strategy helps ensure everyone knows what is going on

Processes - The mechanics of a help desk, including

  • Triage - Reviewing a ticket when it first enters your system to ensure it's ready for work

  • Escalations - What to do if a ticket needs more enhanced support

  • Resolving Tickets - Once the work is done, what's next?

Reporting - Understanding what has happened helps you improve

  • Basic Reports - Become familiar with some basic reports that help manage your system

  • Service Level Agreements (SLA) - These agreements help set expectations and ensure levels of service

And more!

What You'll Gain:

  • A solid understanding of the importance of tailoring your approach to your specific audience.

  • I'll guide you through the vital role that Service Level Agreements (SLAs) play in managing customer expectations and optimizing team performance.

  • Strategies to empower and support your ticketing agents, enabling them to thrive

  • How continuous improvement helps your operations become stronger

  • Guidelines on establishing effective ticket escalation paths for the benefit of both customers and agents.

Who Should Enroll:

  • If you're an aspiring help desk professional looking for your first taste of the industry, this course is for you.

  • If you're an inquisitive individual eager to grasp the core principles that drive help desk operations, you're in the right place.

  • If you're a current ticketing system user intrigued by the underlying concepts and best practices, you'll find valuable insights here.

  • If you interact with various ticketing systems and want to demystify their workings, this course will be enlightening.

My course goes beyond theory; it includes hands-on activities that will familiarize you with a widely-used ticketing system, Jira Service Management. You'll learn how to set up a help desk portal, configure request types, create efficient agent queues, and monitor SLAs, among other valuable skills.

Don't miss this opportunity to acquire a solid understanding of ticketing system and help desk fundamentals. Join me today to enhance your knowledge and unlock new career opportunities!



How to Use Udemy
What is a ticketing system?
Some Terms
Setting up your FREE Jira ticketing system


Introduction to Planning
Know your customers
Hands On : Setting up Request Types in Jira
Team Structure
Determine your comms strategy
Hands On : Setting up announcements and descriptions in Jira
Continuous Improvement
Planning wrapup


Intro to ticketing system processes
Intake and triage
Hands On : Setting up queues in Jira
Hands on: Escalating tickets in Jira
Ticket Resolution
Processes Review


Introduction to reporting
Basic Reports
Hands On : Basic reports in Jira
Service Level Agreements (SLAs)
Calculating SLAs
Hands On: Setting up SLAs in Jira
SLA Quiz
Reporting Wrapup

Other Considerations

Introduction to other considerations
Ticket Deflection
Ticket = Truth
Support your Agents
Other considerations wrap up

Wrap Up

Course Wrap Up


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October 16, 2023
So good so far on understanding. Wish it discussed ServeNow ticketing or I hope they do in future videos.
July 5, 2023
My company wants me to implement a help desk ticketing system and this course provides the right information to help me accomplish that.
May 11, 2023
This course is very informative. The instructor makes it easy to understand the material in the way he delivers it. Highly recommend!
February 18, 2023
Don't know much about ticketing but im pretty much aware of everything now. This is administering it but i can only imagine just using a regular ticketing system as an employee it'll be easier in general.
June 28, 2022
The course is a good intro course for those who absolutely have very little to no ticketing experience. Rob does a good job at explaining some of the core/fundamental concepts. Would recommend if you're noobie with tickets or need a refresher on the very basics/fundamentals.



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