Troubleshooting is more than fixing issues—it’s about following a structured process, documenting steps, and keeping users calm under pressure. Ticketing systems like Zendesk, Freshdesk, and ServiceNow provide the backbone for managing these requests in a clear, trackable way.
In this section, you’ll learn to:
- Knowing When to Escalate: Recognizing Limits and Seeking Support
- Crafting Professional Responses: Communication in High-Stress Situations
- Understanding the Ticket Lifecycle: From First Report to Resolution
- Exploring Modern Ticketing Systems: Key Features That Support IT Support Teams
Tasks:
- Research a ticketing system (Zendesk, Freshdesk, or ServiceNow). Write down 3 features that make it useful.
- Write your own basic ticket lifecycle: New → In Progress → Resolved → Closed.
- Create a mock ticket: “My screen is black and I’m in a meeting in 5 mins!!!” Write a calming, professional response with troubleshooting steps.
- Identify 2 reasons why you would escalate a ticket.
Deliverable:
Add a “Troubleshooting & Ticketing” entry to your Knowledge Base with research, lifecycle, mock ticket, and escalation notes.
Additional links:
RiseWithTech 