IT: Helpdesk: Understanding Ticketing System (Using Jira and Proper Point of Escalation)

hey guys i doing skips I can't bring you another beyond information technology I hope you having a good day as always happy Sunday today I want to go over the ticketing system real quick so basically I subscribed to JIRA you know the different types of ticketing system does remedy their service now it's JIRA it's a few other ones just I'm used to using service now in JIRA and I use remedy as well so those are the three ticketing systems that I have use so I'm just gonna go rent JIRA cuz that's what I use so what sure you understand when it comes to tickets so it's gonna open a notepad real quick so basically you have a ticket so just call it ticket 1 for example and then it's a sign to you assigned to me and basically you need a no point of point of escalation so like point of contact and then you resolve the issue so what I mean by that is so basically when you when you if you have a ticket that your do IT support right that's top support technical support if you have a ticket and you can't do anything with the ticket you a senator the right person so as you know it's a firewall change your signs are networking if you know it it's a it's a change on security US Senate is a security team if you know it's a change was it with with the guy oh the address book and you can't do any of those things and you will sign into your system admin or sysadmin and basically they handle the issue so you need to understand the point of escalation and you need to understand what what tick what who tickets belong to who and stuff like that you can't do a ticket escalated to the right person the right owe you the right person because you can't you because you've been always the users time or the person's time on the client's time you don't want to waste your time so basically you want to move it as quickly as possible and that's the reason why we why there's a ticketing system in place or then they have templates where it says is assign this to networking assign this to assistant madness on this new security my obviously my environment my or this ticketing system I have open right now mine's not like that but basically you need to understand that it's really important that's very important because you know and it takes about roughly three to six months to understand your point of escalation depending where you work and the reason I say that is because you don't know who HR is you don't know who level two is you don't know who level three is you don't know who security you don't know who system admins are you don't know any of these things so it takes you a few months to understand everyone obviously you don't escalate the ticket to your manager your manager will get annoyed and frustrated because he has nothing to do with the ticketing system so you you you you only escalator to the manager if it gets really bad and you know you need help with something and you can't do anything and you can't fix it and ticket is not moving properly or ticket is not moving at all then you get your manager involve your supervisor involved because the person the client is waiting a really long time and they're not getting their issue resolved they didn't get frustrated and annoyed so that's the reason why you don't understand how the ticketing system works and you'd understand the point of escalation you need to understand how to handle the ticket so I'm gonna create a ticket for you I'm just gonna create one ticket and then I'm gonna go over and show you what it works and how it does and what exactly you're doing how to handle a ticket so we're gonna do create a ticket we're gonna do laptop keeps rebooting and then I'm gonna put my laptop keeps restarting for no reason and then we're gonna do a sign to me and then the report is gonna be me it's totally fine and we're gonna put high-priority because if someone's laps like he's rebooting that becomes a problem actually and then that's it and you create the ticket so now the tickets create it what is a proper way of escalating or talking or dealing with a ticket your first obviously you want to reply to a customer get as much information as you as you can is it as a rebooting is a rebooting everyday when when was the last time a work can you can you just those two things I'm gonna send I'm gonna send him down and then basically you want to find out was the last time it worked properly did we do a Windows uptick is the reason why maybe he did I went maybe it was a Windows update that came in and basically mess with the laptop and then you figure out that the issue is a Windows Update issues so you reply back to the customer before you do that you want to change the ticket and you want to say you're waiting for the customer because the customer waiting for him cuz you just wrote to him you want to get back to you so you waiting for him he gets back to you and then then you you know it's just it's all about communication skills it's all about talking to the customer it's nothing to do with all this is complicated or this is very complicated I don't know how to talk to him I do it's just talking to a person you're talking to a normal human being he's just talking to someone you having a one-on-one conversation think of him as your friend and think of him as a colleague think of him as someone that you could just have a regular conversation with him don't do any technical jargon or any of that and just say when will be a good time to remove this update we had issues on the weekend with Windows updates and then you still leave it waiting for customer then you know that he's gonna give you a time or day to go over it and then basically you you you you schedule a time you fix the problem and then that's it and that's pretty much it and then and then um you know an internal node which basically is a note that only you could see and the people that work in the ticketing system your helpdesk buddies or your IT support buddies could see that no one else could see it and you put I have resolved the issue and then you save it and then you know that you know that you resolve the issue you know i th the issue is fine and Danny now you know and it has a little lock on it because the only the people that have access to Jarek could see this ticket and basically you say I solved the issue the customer is good to go he is happy I follow up with him hopefully you follow up with the customer and then they're good to go and then you go back into here and then you had said done and then you close the ticket the ticket is fully closed it's done nothing needs to be did nothing else needs to be done and that's it and if you hit the little done bar and you could do view workflow and you could see everything that has happened from start to finish on this ticket this is very important because on 0 any of these other ticketing systems you get to see what has been done if someone has follow what the user or someone has solved the issue if it's being put into level 2 support level 3 support if it's still being pending or if something else is going on you wanna you wanna look at the ticket from the beginning to the end of the ticket because you don't want to know what's happening with the ticket you don't want to just assume that you could fix it right away maybe there's maybe it's been maybe it's pending because someone is waiting for something from a firewall change or maybe it's pending because there's a there's a there's a change that needs to be done on the back end so you don't want to just start fixing an issue that you know nothing about so you want to go into workflow and just check everything and then and then obviously go into the notes and check all the notes here and see see what what's going on check the history of it check the work log of it and you know and it tells you everything about the ticket and then obviously if if this is a ticket that you're working with someone else you could put them here and you can add them as a watcher so they could see the ticket as well if you're working with someone else on your team with the same issue at the same person and that same issue that they're having as well you carry them in the notes and then that's it and that's that's pretty much it and then if you want to search for a ticket you could just you could just put demo 11 and the issue within the issue will show up here and then you could just look at the ticket and then that's it and you're good to go after that and then the issue is fully resolved so that's my dog announcers dogs those being crazy today my parents are the masters deuce is fine yeah so then so then you solve the issue you're good to go and that's it that's fine and dandy so you need to understand this because people grab tickets for no reason and they can't fix the issue you need to know the proper point of escalation that's very important and then your manager don't get frustrated when you have tickets in your queue and you haven't updated them you should be updating your take every day you shouldn't be leaving ticket spending in your queue and it has nothing in it you should be replying the customers you have tickets I think the most tickets I would I think you should have on your queue it's probably 15 tickets no more than that if you have more than their that's when it becomes a problem and you can't handle all the tickets in your queue and then you forget about them and then you can't reply to all the customers and you have poor customer service after that it's just it's just really bad service because you can't get you don't get back to anyone and you have too many tickets and you queue and then you can't prioritize which ones are in Portland terms are not important and then you you basically can't handle the situation so handle as many tickets as you can and as much as you possibly can don't don't feel don't don't feel too don't feel the need to grab a thousand tickets this is the reason why we have a lot of people that work IT support because you have you have colleagues that should be helping you grab tickets as well and they should be grabbing the pull of tickets it shouldn't just be yourself everyone has to work as a team as a collaboration it's not just do you by yourself closing 20 or 40 tickets everyone has to work as a team and basically you you basically collaborate with each other and try to get to try to get the cue down if it's a lot of tickets in the queue so and then you know you have all your open open tickets here and then basically you you want to make sure that you want to make sure that you basically I said it is done it should disappear from here and basically you want to you want to make sure all the tickets are handled in the key to never want to leave a thousand tickets in the queue I know sometimes sometimes an IT support we have issues where we don't have enough IT staff and basically you don't have enough IT staff and you can't close all the ticket so you can't deal with all the issues because it's just you and three other people or four other people and you have like over 500 people that you're working with and it's just it becomes really time-consuming and it's kind of like a stress environment but you you know take it take it as taking it take as many tickets as you can and take it one step at a time don't rush yourself and push yourself don't get stressed out and try to handle as many tickets as you can and don't don't get stressed out so that's basically what I'm trying to say so if you can't handle the tickets ask for help it's always important as for help and it's always important to collaborate with your team any one thing your team is always important to collaborate and say are you working with this ticket I have never seen this issue before have you seen this issue yeah yeah how do you fixed it oh I did this and that or you go back to the ticketing system and look for old tickets you have old tickets and maybe someone has resolved it before maybe there's an issue that that's been resolved before so you want to check the logs on old tickets and see if someone has fixed the issue and also you wanna you wanna you want to check to see on like for example you want to followup with a user you want you want to make sure that you have everything logged correctly it's really important to put notes on tickets because there are some people that are knowledge hoards and basically they don't want to share any knowledge with you so you put ticket you put notes on your tickets it makes life a lot easier for everyone if if you know how to fix the issue and you know how you solve the issue no one else could fix it you want to put notes on the under on the ticketing and the ticketing system or on the ticket so then people know how you fix the issue you don't want to just you don't want to just you know like close the ticket and put our resolve the issue you want to put notes on it be in debt as possible with your notes because sometimes these issues come back again and maybe you forget about it or maybe you don't know how you fixed it and you can go back in time and basically search for the old ticket and basically figure it out how you fix it in the first place so that's very important that's really important you know how to handle that I mean it this is a proper way to handle things you don't wanna you don't want to overdo you don't want to step your boundaries either but you want to know how to handle each ticket and you want to know your department you need to know the point of escalation you know which which ticket goes to the right cue you don't when I sign tickets to someone that they can't handle the ticket ich it's not being done or nothing's happening with the ticket because they have nothing to do with that ticket you give someone to secure it you give a security guy a ticket that's an SQL database ticket and they're like why are you assigning me this ticket I do security I don't do this give it to the sqr database guys what are you doing with this ticket you know I think people get frustrated so you need to know the proper point of escalation that is very important it's essential to IT that's essential to your job you need to know who you're giving the ticket to you can't just randomly assign tickets to people if you don't know what department there and what they do and that's basically it so with that being said guys I hope you guys have a great day as always rate comment subscribe give me a thumbs up I really appreciate it and I hope you have a great Sunday take care

Channel: Kevtech IT Support

Views: 34,145

Rating: 4.9037595 out of 5

Keywords: IT, information, technology, kevtechnerd, kevtech, hedge, funds, engineer, desktop, support, jira, ticketing systems, point escalation, tier 1, tier 2, ticketing system, understanding tickets, prioritize, customer service, IT support, technical support, helpdesk, feedback, people, blog, career, jobs, level 1, microsoft, windows 7, windows 10, mcsa, notes

Id: S2Ws0cwq9j8

Length: 13min 29sec (809 seconds)

Published: Sun Sep 15 2019