If It's Not in the Ticket, It Didn't Happen

IT admins, help desk, and support professionals are not only judged by their ability to solve IT issues, but also by the time it takes them to do so. If not armed with all the details on the front-end of their troubleshooting process, they could waste valuable time in the hunt for intel to make informed decisions. In this THWACKcamp session, we discuss the meaning behind the saying "If It's Not in the Ticket, It Didn't Happen," and provide a variety of best practices to streamline the help desk request process and lower mean time to resolution for IT issues big and small.

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