What Is a Ticketing System?

Focus: Understand the role and purpose of IT ticketing.

Discussion Points

• What is a ticket in an IT environment?
• Who creates them, and why are they important?
• How does tracking workflow improve customer service and accountability?

Mini-Lecture Highlights

• Overview of systems (Google Forms, Freshdesk, Spiceworks, ServiceNow)
• Real-world use in school district tech teams
• Anatomy of a ticket: Category → Priority → Description → Resolution → Status

In-Class Practice

• Demo: Walk students through a sample ticket from your own log.
• Students open the shared Ticket Log Template in Drive.
• Everyone creates one sample entry for a “mock request” (printer jam, login issue, device not charging).

Closing Discussion

Why does documentation make you more valuable to an IT team?