I know that this is for a specific ticketing system, but it does explain the process in very simple terms
https://www.sysaid.com/help-desk-software/ticketing-system/what-is-a-ticketing-system
The following is a Summary from above link:
Identify and capture issues
The initial identification and capture can come from a wide range of sources and an effective ticketing system needs to be able to support them all, and be ready to accommodate the next source waiting to be invented too.Manage the ticket
Often when considering an organization’s support teams, much of the focus goes on new and challenging issues that require skilled engineers to understand and solve. But in reality, most issues are repeats of things that have happened before; if not identical then similar. The best approach for them should already be known, and recorded in the knowledge base.Resolve the ticket
Best practices of updating the knowledge base and doing continual service improvement (CSI) after resolution of tickets ensures:- Alignment of activities and priorities with those of the parent business
- Enhancement of the business perception of IT and its services
- Saving both time and resources, and improving overall business efficiency
- End-user satisfaction with the quality of IT services
Conclusion
A ticketing system ultimately helps organizations to deliver an
integrated and seamless response, offering a range of capture mechanisms
and the ability to control progress and keep the people with a vested
interest informed.
Ticketing process
Read the following description from Wikipediahttps://en.wikipedia.org/wiki/Issue_tracking_system
And this article
http://www.pearsonitcertification.com/articles/article.aspx?p=2260779&seqNum=7
Discussion:
What is the main purpose of a servicedesk ticketing system?Why do we need one?
What are some of the benefits?
What information should be recorded?
Read the following article:http://www.techrepublic.com/blog/user-support/what-info-should-help-desk-call-tickets-contain/
Class/Group Activity 1
In groups, design a Servicedesk Ticketing System for SE Tafe.What information will you need to record?
Share your findings with the class
Class/Group Activity 2
In the same groups, review the features of some of the commercially (or not) ticketing systems available. Select one for SE Tafe. Why did you choose this tool? What features does it have? How much does it cost?Here are some links to help you with this task:
http://www.capterra.com/help-desk-software/
http://au.pcmag.com/software/36293/guide/the-best-helpdesk-software-of-2016
http://www.webhelpdesk.com/free-ticketing-system
http://www.cio.com.au/article/320110/5_open_source_help_desk_apps_watch/
Share you findings with the class
