🎯 Learning Intention

I will operate within a simulated help-desk environment to resolve multiple tickets and document professional updates.

✅ Success Criteria

• I can manage multiple tickets with priorities.
• I can write clear updates and closures.
• I can self-evaluate communication and accuracy.

☀️ Warm-Up (5 min)

“When two urgent tickets arrive at once, how do you decide what to tackle first?”

🧠 Mini-Lesson (10 min)

Review prioritization: Impact + Urgency = Priority.

Show example of Critical vs Medium tickets.

🧩 Simulation (35 min)

• Instructor posts 10 sample tickets in shared Google Sheet.
• Students claim 2–3 each.
• Follow full cycle: Intake → Diagnose → Resolve → Close.
• Add resolution notes + time spent.

📘 Detailed Notes

🌙 Exit Summary

“What did today teach you about balancing speed and accuracy in IT support?”