Скачать или смотреть Creating and Closing Tickets | Helpdesk & IT Support Beginner’s Guide

In this tutorial, I walk you through the complete process of creating and closing tickets in a helpdesk or IT support ticketing system. Whether you’re new to IT, starting a helpdesk role, or learning service desk fundamentals, this guide will help you understand how ticket workflows work from start to finish.

Learn how to properly document issues, assign priorities, update ticket statuses, and close tickets professionally to maintain accurate records and deliver excellent customer support.

🔹 What You’ll Learn

How to create a new ticket step-by-step

Adding details, categories, and priority levels

Assigning tickets to technicians or teams

Updating ticket status and adding internal notes

How to close tickets properly with resolution summaries

Best practices for clear documentation

⚡ Why Proper Ticket Handling Matters

✔ Ensures smooth workflow in IT support
✔ Helps track and resolve issues efficiently
✔ Improves communication between technicians and users
✔ Keeps support records organized and compliant
✔ Reduces delays and repeated problems

⏱ Timestamps

0:00 Introduction
0:35 Overview of Ticketing Systems
1:20 How to Create a New Ticket
3:10 Assigning and Prioritizing Tickets
4:40 Updating Progress & Communication
6:00 How to Close a Ticket Correctly
7:10 Tips for Better Ticket Documentation

💡 Applicable Platforms

Zendesk

Freshdesk

Jira Service Management

ServiceNow

Spiceworks

Any standard helpdesk software

💬 Need Help?

Drop your questions in the comments, and I’ll help you become more confident using your ticketing system!

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