A ticket system is a fully automated web based help desk. Anyone can download a ticket system program free via the internet. Once you have the software program installed, you can then at any time submit a ticket to the support team of your ticket provider, about any problem you are having involving anything technical with your pc. You can send a ticket via the program you have installed on your pc, by email or phone; this makes the process much quicker and cheaper as you do not have to spend time calling a helpdesk.
When you are submitting a ticket, you will have to fill out a few fields to explain more on the problem you are having. Some of these may be as follows:
- Category - what help do you need, and about which topic
- Title - what is the topic problem
- Description - explain what isn't working correctly, what does the error message say
- Urgency - Is it a problem that needs solving urgently or not
- Asset - Is this a problem with the server, networking, hardware, software, etc.
Always make your problem clear in the title, and explain in brief what the problem is. Do not mark your problem as urgent if it's not.
Once you have sent the ticket (the problem), you will receive an email back straight after to indicate that your message has been received and that you will be contacted again shortly after with help on how to solve the problem. You will be given your own personal tracking number, so that it makes it much easier when you’re back in contact, so that you can give them your tracking number and your problem can be opened via their database. This is so that you do not have to explain every time when you’re in contact with the helpdesk what the problem is. They will know by their records what the problem is as they save every ticket you submit to their database for when you contact them again.
The IT technician tracks your problem in their own time, each technician is given problems to tackle so that there are enough IT technicians to solve each problem you and other people have. Once they have the knowledge to fix your computer, they will contact you back shortly after you have provided them with your problem, so that they can fix it. They will then keep the knowledge stored in their database once they’ve researched it, so that they can help any other end user when they have the same problem. The steps of the process of submitting a ticket are as follows:
- Submit SR through end user
- Email confirmation
- Notify assigned IT administrator
- Search knowledgebase
- Retrieve information
- Remote control
- Email confirmation
When you’re back in contact with the technician, they can take remote control of your computer and fix the problem themselves quick and easy. This helps the end user as they get to the problem quicker as they know what they’re doing. The end user should watch and take notes on what the technician is doing, so that if the same problem occurs they can follow the steps and fix the problem themselves.
Most helpdesks have one email address (the same one each) for every IT technician, and the email will go to everyone and someone will find the solution to your problem. Once an email has been sent, it then triggers of a service report. Most technicians have their email connected to their phone, so that no matter where they are, they will receive the email to be able to fix the problem quicker.
===========================================================================
VPN - Virtual Private Network
http://www.ilient.com/
VPN - Virtual Private Network
http://www.ilient.com/
