Advanced Ticketing Workflow

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Course Description

This course will cover advanced ticketing elements to help admins and agents with fast and easy ticket templates for recurring issues, how to set up Service Level Agreements (SLA), how to import and apply parts, and create and manage resolution actions and surveys.

Key concepts covered include:

  • Configuring and Creating Resolution Actions
  • Configuring Ticket Update and Stale Rules
  • Ticket Templates 
  • Parts Management
  • Configuring SLAs
  • Setting Up Surveys
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