Learn I.T. Ticketing Systems - Help Desk Series

[@alyshaguzman4197]

I’m just starting to get my first certificate, and I don’t really know anything yet. This is a fantastic video to really show what an IT job would look like.

[@tg9460]

One of the best videos you have ever produced. Very informative. Thank you.

[@Itcareerquestions]

Thank you very much I appreciate that!!

[@angelitot3113]

Thanks for this. Now I'm more comfortable with the platform

[@Itcareerquestions]

No problem! Glad you found it helpful!

[@ZuLKiNG]

This is awesome. I had to go through a whole course and internship just to get exposure to SIEM systems. Finally someone (you!) is showing us all the stuff that we're expected to somehow have years of experience with.

[@adventureswithjoshua8292]

Ticketing systems are only as good as the details you put into them! I’ve been using a solarwinds ticketing system for some years now and it’s pretty straightforward and simple. But I can’t stress enough how important it is to be as detailed as possible with your notes. It will make your life and the life of your team a whole hell of a lot easier. And be strict and dedicated about entering the asset information into the system because you can lose track of assets in the blink of an eye and that’s a big no no. Doesn’t hurt to keep your own notes on the side too for your own quick reference.

[@Itcareerquestions]

For sure! The next video I'm going to go into more detail about the notes. Thank you for stopping by!

[@adventureswithjoshua8292]

I.T. Career Questions love your videos keep up the good work!!

[@abrahamsteinberg8374]

Yeah i completely understand. In the previous company nobody cared about noting down the resolution...

[@timothyadegboyega6199]

is this cost effective for a start up company

[@lirdulce5292]

this looks pretty easy. I can"t believe that companies want three years experience on this.

[@c_Durka]

facts, smh everytime i see stuff like that.

[@sammitchell7310]

It gets a lot more complicated than this though.

[@kia_rush]

Exactly! So annoying!

[@leebagin8115]

Its hard in ticketing its no joke the system used in ticketing is like one whole library😂😂😂

[@jamesogletree4001]

I’m sure it gets harder but they have it as an entry level job.

[@kennytieshisshoes]

This is great. I have been using the Spiceworks help desk ticketing system. It doesn’t filter by OS but it also has a connectivity dashboard, which I use to monitor the uptime of my server.

[@alanhorta845]

Great explanation! Ticketing Systems is something you going to be utilizing no only in IT, but in any king of maintenance system. Whatever it is.

[@laxmanaryal5958]

Thank you Zach, I didn't have knowledge regarding ticketing systems but investing certain time on this video got to know many things I was not aware of , As always you are good at describing things in reachable manner and making life of people like us who are IT enthusiasts more easier and comfortable ,Thank you Zach 🙌 Much Grateful

[@klevi1961]

You're awesome!! I'm binge watching your videos. Thanks for laying it out for us!! 👏🏽👏🏽👏🏽

[@yomema8234]

You're videos are very informative and helpful thank you

[@Itcareerquestions]

Thank you very much!

[@Lofi-rq3tp]

New to tech...I landed a cellular help desk interview 💯

[@overdrammtic04]

thanks for taking the time to add this for viewing!!!

[@Steve-nu2ln]

Dude keep this technical content coming!

[@hemantshama]

Great video Zach. I loved each second of it. this is highly informative and very helpful.

[@brandonbowman6043]

Nicely done! Very informative. Makes me wish I had a Ticketing & Asset Management System in place at work.

[@brianaragon1641]

Awesome mate really informative... good video keep it up!

[@Itcareerquestions]

Thank you! Will do!!

[@PeacefulPrime]

I really needed this tutorial and walk through! Thanks!

[@kia_rush]

You're so great! Love your video's!!

[@Jezza3110]

Thanks for this timely video. I was looking through the job description for entry level ICT Support Desk. They asked for experience in/of CRM ... could you do a video/advise what this would be ? Please 😀

[@Itcareerquestions]

You're welcome! I can definitely do something like that.

[@brennandoherty1778]

Great idea Zach. Have you touched on documentation tools as well such as the atlassian tools? I know as a sys admin, I use that quite often

[@JR-lt1vl]

Thank you for this video, I am currently looking for a HelpDesk job

[@shaideyfresh1]

Grest video! This is the type of stuff thats very helpful and insightful ... thank you!

[@uzielsunderland6980]

I currently use "service now ticketing system" and everything you mentioned is in there, but sometimes I have trouble to solve some incidents because past employees from the company never wrote detailed steps to solve the issue 😑

[@moegreenback6854]

Informative and precise. Thank you

[@aloyscam8964]

Thank you for the video, would you mind doing a video on SLA?

[@stormeafrica3734]

i am a it technician in taining i would like a step by step guide on how to troubleshoot a network problem, starting with being on the phone with a client to loging a ticket as well as steps on how to resolve the issues

[@manlalaroako9802]

I Love this video.., you help me a lot.., thanks Master..,

[@JasonJBrunet]

I work for a 10 person company of developers and designers, we create and host a handful of real estate websites. I don't know if you've ever worked in that area, but there are lots of places where things can break, so we have a fair bit of support we have to do, and it's mostly on the shoulder of the developers. Can someone maybe recommend a good ticketing system for us? There's A LOT out there and it's overwhelming. We just need to be able to create tickets, or allow clients to send in support requests that become tickets, be able to assign tickets, get back to the client, and we need everyone to have visibility into everyone else's work load. I'd say that visibility is the most important thing for us, so we know what's going on, who needs help, what clients have been getting ignored, and so on. Thanks y'all

[@ahmad3810]

Thanks a million Zach Worthy video about ticketing system and Happy Birthday to little Champ ( your son ).

[@sic4ri075]

your such a legend man! bless you

[@andricreyramirez8048]

Thank you it will help me a lot to my job

[@blooddemon27]

Can we put ticketing systems as a skill on LinkedIn after watching this video on this specific ticketing system?

[@Itcareerquestions]

You could, but I wouldn't do that until you get some hands on with it yourself.

[@blooddemon27]

@@Itcareerquestions okay,thanks you!

[@bulcub]

ticketing systems should be put on your resume when you have 6 mos to a year's experience using them! basically all ticketing systems are the same with different names.

[@blooddemon27]

@@bulcub Noted. Thanks for the input!

[@lirdulce5292]

@@bulcub this looks pretty easy. I can"t believe that companies want three years experience on this.

[@jedilee]

Pretty great zack!

[@Itcareerquestions]

Solid! Thank you!

[@bulcub]

Ticketing systems are only as GOOD as the persons administering the BACKEND!! In my career, I have worked on (3) systems that were set up and admin to PERFECTION!! SLA's are really a waste of time when you have COMMON SENSE!! BY THE WAY, is break/fix still considered 80% and up? SLA is only good when you have COMMUNICATION between you and the depts that the ticket is being routed too.

[@erickam9648]

Just wondering what’s the value in using ITProtv versus Coursera . Specifically what course on ITProTv is for a beginner level IT

[@radon1221]

Thank you! Very cool

[@Itcareerquestions]

You're welcome!! Thanks.

[@JEHOVASAVES010]

Hello, I have a question. I was watching a Comptia itf+ video and they said that a software like Quickbooks is forceful to make you do a backup at least once a day because if you lose financial data for the company you can go to jail because you are physically liable for maintaining some of this stuff. IT technicians have to know how to support the software. Having a good backup strategy in place is key. You need to keep constant backups of your work. What if you also do local backups as well as cloud based backups such as Netsuite but they corrupt or something goes wrong with them since it is technology, are you screwed at that point? Even if you do your part and do backups but it's a technical failure?

[@markarca6360]

Other ticketing systems: Jira, Mantis, BugZilla and ManageEngine ServiceDesk.

[@ponency1]

Good Job Buddy!!!

[@geb9809]

Very cool Hat!

[@Allie19863]

Great Video. Thank You!!

[@Chakkal6767]

Hi there i want to learn about ticketing system i just watched your vedio today n will be looking forward to learn more from you thanks

[@themessenjur7140]

Great video Zachary, I do have a few questions, why is it so difficult to land a Helpdesk job? and can you please provide me some useful tips that can get me in the door? Oh I don't have Helpdesk experience but I know computers. Thanks

[@Hello_hi5348]

Is this an entry level job or needs any technical knowledge? Please provide some info it will be useful as I'm interested

[@abdimoha4078]

Woow this is so helpful thanks

[@zyzzuschrist3410]

wow. thanks for this!

[@halo2bullseye922]

Thanks for this! :)

[@afzaalahmedkhan1037]

Good one, Informative!

[@gam85191]

You are the man, thank you so much

[@Robertking1996]

How do you feel about ServiceNow?

[@NathanWithem]

I’m glad you mentioned user submitted tickets. Because...holy shit...

[@blissfulsoundsofnature5143]

Remind me, what software are you Using?

[@OrlandoQuiros]

You need a business email to start the free trial. How do I get around this issue?

[@emehnemz]

DAmn thanks sir for this super informative videos ,

[@AK-ep2lb]

What kind of ticketing system Apple company use?

[@mariembuenaventura1278]

Need this sir... any free suggestions? Thank you

[@markarca6360]

Open-source options include Mantis or BugZilla (both of which needs LAMPStack).

[@tonderainyakus6618]

i like your videos man

[@Itcareerquestions]

Thank you, I appreciate that!!

[@mayuriwalker1512]

Incredible Video

[@SparkMantra]

great information!

[@abdallahtarek3602]

Please make a video about. How to become software tester

[@Idle125]

Good job

[@arnoldmatulin2398]

any alternative open source for this Software?

[@nickfrankfother8512]

Does very company use the same ticketing system? Of course my first job i get doesn't have a ticketing system so i already feel like i'm falling behind others who work with ticketing systems

[@JJFlores197]

Well companies run things differently, so they don't all use the same ticketing system. Different ticket systems have different layouts and options and capabilities, but they all have the same core functionality. Once you get the general idea of using a system, learning others will not be that hard. Most companies are willing to train you with the specific systems they use.

[@MegaHaros]

Is this software self-hosted??? If it's getting so many info and details is security risk... And how it will get info from Linux machines? Workstations and servers? It has no code reviews, so how can peers see the diffs of scripts or changes in configuration files?

[@themessenjur7140]

Very Nice video

[@DChiron]

Thanks for this.

[@sabuein]

Thank you.

[@jaymax7225]

In service desk do you have to manually input all the computer info or it grabs it automatically?

[@kevanrogers]

Grabs automatically

[@SollySweeney-ty5jr]

Thanks

[@nilocatoy2705]

Thank you so much!

[@shdt-videos]

This is too cool

[@sheridansnyder9793]

Have you checked out Seamlessdesk.com software and how it works

[@theoryllakadon]

Someone's Planeswalker spark had ignited already

[@danieljames7617]

Hey Zach I just asked you the same question on your IG may I PayPal/Venmo you for 15 mins advice?

[@siavashsabouritabatabaei6526]

perfect

[@chadgarcia6287]

Hi i have an a+, mta networking, and mta security fundamentals. Can i get job with thosse certs

[@NathanWithem]

I’d say yes. I came into IT with MTA OS and Networking, A+, Net+ and ITILv4. You’ll be qualified for a helpdesk position assuming you have decent customer service skills. My experience in Helpdesk was literally beating a computer into submission while simply being empathetic to the customer while fumbling through solutions in your knowledge base.

[@chadgarcia6287]

@@NathanWithem for helpdesk jobs, do you always have to apply your knowledge or is it just a supplement to the flow chart and knowledge base.

[@NathanWithem]

Your personal knowledge is more of a supplement in a Helpdesk role, in my opinion. Especially if you’re at the mercy of non disclosure and SLA’s. Problems that could be solved with a simple RDP session might require a dozen steps that keep you from getting in trouble (specifically in financial or medical) by seeing/screen capturing things you’re not supposed to by handling things on a device management program instead of on the machine itself. The BEST advice I can give you is REALLY listen to what the user is saying and don’t dismiss them because they’re non technical. That will save you a ton of time. For example: We had a user call and say she was getting keystrokes she wasn’t inputting so we went through an entire work up for the wireless keyboards the company provides. Different USB port for the dongle, drivers for the keyboard, drivers for the USB, etc. It wasn’t until we decided to try battery replacement (it was working so no need to start there) that she said “it’s wired, do they take batteries too?” that we took a pause. Long story short, she had brought in her own wired keyboard/mouse because she didn’t like the wireless. She stuck the keyboard under her desk and forgot about it but was setting her purse on it, which was inputting keystrokes. So, almost 2 hours between 3 people to discover this and I don’t recall ever seeing something like that on the A+ exam lol

[@harshitgupta7467]

Video for me informative but plz make a video for same on System operation center SOC team. Thanks.

[@bassam_salim]

"User was using capslock to type password" Is that something that really happens?!

[@Itcareerquestions]

More often than I'd like to admit.

[@JJFlores197]

If you work in IT for any period of time, especially in user support, you are pretty much guaranteed to come across issues like these. In my first IT job, there was a user who said he couldn't print. I go over to his office and found out that the power strip that the printer was connected to was turned off.

[@stefandjordjevic9]

Good job ytuber ;)

[@masoudshairzadeh6820]

as a cybersecurity analyst... ngl I didnt know what a ticket was and my job requires it OMEGA LUL

[@Dwezal]

The most dreaded thing I have tonask for, do you have a ticket for your problem? No? You need to get a ticket and then i can help you.

[@ellisfields7633]

A police give me ticket for security requirements and expire driving license but he didn't get me ticket no insurance?

[@swatisushma6547]

Sir plz rply....What is use of this tool does this tool help me in solving client queris like google we got answer when we searched for any question or in this tool we have to store information the how we solved queries...

[@TheAmoscokkie]

basically it just a CRM. And unfortunately, I can't said everything is good in ITPro. It basically made of beared guys giving talks talks talks and ending up u still have to read page 1 to Z in MS Technet as according to the "experts" and memorize it so that u can pass the exams. And the virtual training connection is not that great.

[@Ayyy-lmao]

Anyone else smashing out BMC remedy lmfao?

[@TheMinecraftJake]

RIP solarwinds

[@frodobe_tbaggin3146]

I use HPSM and it’s ass

[@MundoTechconJc]

nice hat

[@Abcd1-e989]

Don't know english😭