Where did my request go?
A teacher emails, "My projector does not work." Two days later she asks again. Nobody knows who has it, or if it is fixed.
A good help desk never loses a request. Every one has a record, an owner and a status.
Key words
| Word | What it means | Example |
|---|---|---|
| Ticket | a record of one fault or request, with a number | ticket 1042: projector in room 6 |
| Request | something a user asks for, such as a new account | |
| Chat bot | a program that answers common questions in a chat window | |
| Artificial intelligence | computer software that does tasks that need human thinking | AI |
| Status | where a ticket is now: open, waiting or closed | |
| Escalation | passing a ticket to someone with more skill or power | |
| Trend | a pattern over time, such as more faults every Monday | |
| Resolution | what was done to fix the fault |
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By the end of this lesson
Note
I can describe how a ticket system and a chat bot take reports, what to record, and how progress is tracked.
Starter
Have a go
Starter
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Two ways to report a fault
| Way | How it works | Strength |
|---|---|---|
| Ticket by the system or email | The user fills in a form or emails the desk, which makes a ticket | A written record, and trends can be counted |
| Telephone | Support staff type the details into the system for the user | Good for urgent faults and users who need help |
| Chat bot | AI answers common questions at any hour, and can start a ticket | Saves staff time for harder faults |
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What the system gives you
A ticket system tracks trends: you can see that 20 tickets a week are about passwords. It can also record customer satisfaction: a short score from the internal user once a ticket closes.
A chat bot uses artificial intelligence to answer common questions. It gives an efficient use of staff, who work on the harder faults.
What a ticket must record
| Part | Example |
|---|---|
| User or customer details | Name, room, contact number |
| Issue details | Projector shows no picture, since 9 am |
| Resolution | Cable replaced, tested with the teacher |
| Time taken | 35 minutes |
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