Friday Agenda – Internship Prep

Focus: Ticketing Systems & Documentation

Goal: Practice real-world IT ticket handling, documentation, and troubleshooting steps.

1️⃣ Warm-Up (10 min)

Tech Journal Prompt:

“Think of a time you asked for help with technology. What information did you give the person helping you? What do you wish you had shared?”

Write 3–4 sentences in your Tech Journal. Be ready to share with your table group.

2️⃣ Mini-Lesson: Ticketing Systems Overview (10 min)

• What is a ticketing system?
• Why accurate documentation matters in IT and customer service
• Key details every ticket should have:
  1. Problem description
  2. Device/user info
  3. Troubleshooting steps tried
  4. Resolution notes
  5. Follow-up actions

3️⃣ Activity – Ticketing Simulation (30 min)

Scenario-based Practice:

You’ll be given 3 real-world IT support scenarios. For each:

1. Create a mock ticket in the Ticketing Assignment Template (Google Doc).
2. Include: ticket title, priority, description, troubleshooting steps, resolution, and follow-up.
3. Use online research to fill in any technical details you’re unsure about (links to credible sources encouraged).