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author's profile photo Former Member
Former Member

total process of handling ticket

Hi Experts,

Pls tell me the whole process of handling tickets as support consultant. which tool used for this?



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  • author's profile photo Former Member
    Former Member
    Posted on May 21, 2009 at 12:18 PM

    The errors or issues forwarded by the end user are known as

    tickets. These tickets usually have certain priority (high, medium, low) depending on the impact, risk & urgency.

    1) The end user/customer logs the issue through some tool or calls their helpdesk team.

    2) Then it is assigned to concerned work group. Support consultants are usually part of these work groups.

    3) Once the issue is assigned to work group an intimation is made to the customer.

    4) Then the error is fixed, debugged by the support

    consultant or the team. A corresponding ticket is created if some changes are required in the system.If its just an end user assistance i.e for example does not know the process to encrypt a file etc.then the relevant work group just guides the user & a simultaneous ticket is not required.

    5) Customer is intimated with final resolution details & ticket is resolved.

    There are various tools for handling tickets like Remedy etc.Many companies have their internal tools as well.

    Hope this helps.


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