From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

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Becoming familiar with ticketing systems and their associated best practices

Becoming familiar with ticketing systems and their associated best practices

From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

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Becoming familiar with ticketing systems and their associated best practices

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All right, let's talk about some of these different ticketing systems and some of the best practices that you may need to consider when you're using a ticketing system. One of the most common ticketing systems that you'll see nowadays is something called ServiceNow or also called Snow, ServiceNow. So when you hear that, that's one of the most robust ticketing systems out there currently in use. We see a lot of integrations with that and a lot of different tools, different platforms for reporting. There's a lot of open APIs that are out there for the application programming interfaces to be able to interact with that ServiceNow platform. So if you have other tools in your environment, you can programmatically interact with ServiceNow and them and get information from something that you may have running in your environment. The other thing is there's another one called Zendesk. Pretty much very similar. It's been out for a very long time. Zendesk does a very similar type of role as…

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