osTicket: Resolving Tickets in Ticketing System

In this lab, I walk through the entire lifecycle of a ticket, from intake to resolution, within the open-source help desk ticketing system, osTicket.

Creating the Tickets #

To create tickets, users must access the ticket portal and log in if required. Once logged in, they can submit a ticket request, providing details about their IT-related issues. In this example, I created three tickets showcasing various problems that could arise in a real-world environment. Each ticket includes a selected Help Topic, a brief summary of the issue, and detailed descriptions written in an email-like format.

Resolving Tickets #

From an admin’s perspective, ticket requests appear in their panel once submitted. Admins can then reassign tickets to an agent or the appropriate team. They determine and assign the severity level of each issue to ensure that tickets are resolved within the defined SLA. In this example, Jane reviewed a ticket, assigned it to the System Administrators, and updated the severity level to “Emergency.”

Effective communication is essential when resolving tickets. It is important to maintain clear communication with both the team and the affected users. Tickets vary in nature and are assigned to the appropriate individuals for resolution. For example, one ticket was reassigned to John by Jane, while Jane managed another ticket independently. Proper documentation is critical for maintaining an efficient environment, as well-documented tickets serve as valuable references for addressing similar issues in the future.

What I Learned #

Managing tickets in a help desk environment requires careful prioritization and efficient resolution. The process can vary depending on organizational policies, such as ticket quotas or resolution timeframes. Through hands-on experience with osTicket, I gained a deeper understanding of how tickets are tracked, assigned, and resolved, and the importance of maintaining clear communication and proper documentation. This process not only helps resolve immediate issues but also provides valuable insights for addressing similar problems in the future.