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Ticketing System and Help Desk Fundamentals

Discover the fundamental aspects of setting up a ticketing system or help desk, including hands on Jira practice!
4.0
4.0/5
(1 reviews)
5 students
Created by

8.8

CourseMarks Score®

10.0

Freshness

8.2

Feedback

7.6

Content

Platform: Udemy
Video: 1h 21m
Language: English
Next start: On Demand

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Detailed Analysis

CourseMarks Score®

8.8 / 10

CourseMarks Score® helps students to find the best classes. We aggregate 18 factors, including freshness, student feedback and content diversity.

Freshness Score

10.0 / 10
This course was last updated on 5/2022.

Course content can become outdated quite quickly. After analysing 71,530 courses, we found that the highest rated courses are updated every year. If a course has not been updated for more than 2 years, you should carefully evaluate the course before enrolling.

Student Feedback

8.2 / 10
We analyzed factors such as the rating (4.0/5) and the ratio between the number of reviews and the number of students, which is a great signal of student commitment.

New courses are hard to evaluate because there are no or just a few student ratings, but Student Feedback Score helps you find great courses even with fewer reviews.

Content Score

7.6 / 10
Video Score: 7.7 / 10
The course includes 1h 21m video content. Courses with more videos usually have a higher average rating. We have found that the sweet spot is 16 hours of video, which is long enough to teach a topic comprehensively, but not overwhelming. Courses over 16 hours of video gets the maximum score.
Detail Score: 9.7 / 10

The top online course contains a detailed description of the course, what you will learn and also a detailed description about the instructor.

Extra Content Score: 5.5 / 10

Tests, exercises, articles and other resources help students to better understand and deepen their understanding of the topic.

This course contains:

0 article.
0 resource.
0 exercise.
0 test.

Table of contents

Description

Whether you’re new to ticketing systems or help desks, or want to review fundamental aspects of them, this course provides basic information on how to set one up and keep it running successfully. I’ve designed this course specifically for first time ticketing systems or help desk users, for individuals inheriting a ticketing system or help desk, or for individuals curious to learn more about fundamental ticketing systems and help desk topics.
This course covers fundamental aspects of ticketing systems and help desk, including planning, processes, reporting and other considerations. Planning covers topics like knowing your audience, developing a team structure, and thinking through a communications strategy. Fundamental processes include items like intake and triage, escalating tickets and ticket resolution.
Reporting will give you an overview of basic reports that will help you manage your ticketing systems. You will also learn about service level agreements, and how they will help manage expectations with your customers and focus your team. Finally, we’ll dig into some additional considerations, like ticket deflection, tickets as the source of truth and supporting your team.
Throughout this course you’ll also get a number of exercises and resources to help you apply what you’re learning. They’re designed to help you effectively implement improvements to your ticketing system.
This course also includes hand-on activities using a free version of a widely-used ticketing system called Jira Service Management. You’ll learn how to set up a help desk portal, populate it with request types, build useful queues for your agents to work out of, track SLAs and more.
In this course you’ll learn about things like:
•The importance of understanding your audience
•What SLAs are and why they are important
•How to support your ticketing agents and empower them to be successful
•Why continuous improvement is something you need
•Why having clear escalation paths for tickets is important for both customers and agents
Please join me in this course and get a solid understanding of ticketing system and help desk fundamentals today!

You will learn

✓ Basics principles of how to setup a ticketing system or help desk including things like planning, processes, and reports
✓ Understand the importance of planning to a successful ticketing system or help desk
✓ Design processes to support a successful ticketing systems or help desk
✓ How to take your customers needs into account and provide high-level support
✓ Additional considerations like supporting and enabling your agents and ticket deflection
✓ Get and setup a free Jira service management help desk

Requirements

• Desire to learn more about ticketing systems and help desks
• An email address (to signup for a free Jira service management account)

This course is for

• Individuals new to ticketing systems or help desks
• Individuals who need to launch a new ticketing system or help desk or improve an existing one
• Teams looking to improve how their ticketing system helps them excel
• Individuals interested in learning how to setup a Jira service management instance
• Individuals looking to understand the importance of ticket management

How much does the Ticketing System and Help Desk Fundamentals course cost? Is it worth it?

The course costs $14.99. And currently there is a 40% discount on the original price of the course, which was $19.99. So you save $5 if you enroll the course now.

Does the Ticketing System and Help Desk Fundamentals course have a money back guarantee or refund policy?

YES, Ticketing System and Help Desk Fundamentals has a 30-day money back guarantee. The 30-day refund policy is designed to allow students to study without risk.

Are there any SCHOLARSHIPS for this course?

Currently we could not find a scholarship for the Ticketing System and Help Desk Fundamentals course, but there is a $5 discount from the original price ($19.99). So the current price is just $14.99.

Who is the instructor? Is Robert Hean a SCAM or a TRUSTED instructor?

Robert Hean has created 2 courses that got 6 reviews which are generally positive. Robert Hean has taught 2,605 students and received a 4.6 average review out of 6 reviews. Depending on the information available, Robert Hean is a TRUSTED instructor.
IT Program Manager
Robert Hean has more than 15 years experience in IT, and is a Program Manager at Udemy.  He has been involved in many aspects of IT, including service desk, program management, and data and analytics.  He has built compensation platforms from the ground up, designed HR databases and driven hard disks over state lines to complete projects on time.

Certifications:
Project Management Professional (PMP)
PMI-Agile Certified Practitioner (PMI-ACP)
CompTIA Project+ Professional
CompTIA Security+
CompTIA Network+
CompTIA A+
ITIL Foundation

8.8

CourseMarks Score®

10.0

Freshness

8.2

Feedback

7.6

Content

Platform: Udemy
Video: 1h 21m
Language: English
Next start: On Demand

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