🎯 Learning Intention

I will learn how to record, track, and resolve IT service requests using a shared Google Sheets ticketing system.

✅ Success Criteria

• I can submit, assign, and update tickets using standard fields.
• I can identify the correct status for each stage of a ticket.
• I can explain why consistent documentation improves customer service and workflow.

🌍 Why We’re Learning This

Real IT teams live and die by their ticketing system.

It’s how they manage time, prove accountability, and communicate progress.

By mastering this process, you’re learning the backbone of help-desk, network, and field-service jobs.

⏰ Warm-Up (10 min)

“Think about the last time you helped someone fix a tech issue.

What information did you need first to understand the problem?”

Students list three details that always matter (who, what, when).

Introduce the phrase: “If it isn’t logged, it didn’t happen.”

🧠 Mini-Lesson (20 min) — Ticket Workflow 101

1. Open the shared Google Sheet: Intern Helpdesk Ticket System v1.0
2. Review the core columns:
   • Date / Ticket ID – auto-generated
   • Requester – who reported the issue
   • Device # or Asset
   • Category – Hardware / Software / Network / Account
   • Priority – Low / Medium / High
   • Assigned Tech – which intern owns it
   • Status – Open → In Progress → Closed
   • Resolution Notes