🎯 Learning Intention

I will describe the full lifecycle of a service ticket and practice professional written communication when documenting IT issues.

✅ Success Criteria

• I can list each stage of a ticket (Intake → Assign → Work → Resolve → Close).
• I can write a clear, professional update or resolution note.

☀️ Warm-Up (5 min)

“If you opened a help-desk ticket at your school, what details would make it easier for IT to solve?”

🧠 Mini-Lesson (10 min)

Walk through an example ticket:

• Summary line → Description → Priority → Status → Comments → Resolution.

  Emphasize tone (“professional but human”), timestamps, and next-action clarity.

📘 Detailed Notes

🛠 Work Period (30 min)

• Open class Google Sheet “Intern Ticket Tracker.”
• Log 2–3 fictional tickets + update statuses through closure.
• Write one resolution comment using professional tone.

🌙 Exit Summary

“Which ticket stage requires the most careful communication — and why?”