Ticket & Service Request Management
Every service desk, contact centre and customer support team runs on a queue. On a Monday morning there may be twenty requests waiting, and one of them is the customer whose staff will not be paid tomorrow.
Part of the Customer & CRM Operations Role Pathway, Module 5. Explore the full pathway
Included in NIBS PlusCertificate of Completion on your Skills Passport
- Duration
- About 5 hours
- Mode
- Online, at your own pace, or at an e-Learning Cafe
- Credential
- Certificate of Completion
- Assessment
- Practice activities and self-checks; not assessed for competence
- Access
- Included in NIBS Plus
What is this programme?
Every service desk, contact centre and customer support team runs on a queue. On a Monday morning there may be twenty requests waiting, and one of them is the customer whose staff will not be paid tomorrow. The job is to see that one first, give it to the right person, keep the customer informed, and make sure nothing sits untouched until it breaches its target. Ticket administration is the core of most entry-level customer operations roles.
It is Module 5 of the Customer & CRM Operations Role Pathway, taught on its own: the same lessons, practice and quizzes, around the same fictional workplace.
Who is it for?
Anyone with NIBS Plus. No entry requirements. Take it to sharpen one skill, or to try the pathway before you commit to it.
What will I actually do?
You work through short lessons, practise, check yourself with a quiz and apply it:
- The life of a ticket
- Category, priority and ownership
- SLAs, updates, escalation and closure
- Watch: triaging a queue
- Try: triage ten tickets
- Apply: notes that let others act
How long does it take?
About 5 hours, at your own pace. Nothing is timed and nothing is due.
How will I study?
Online through NIBS Campus, or at a NIBS e-Learning Cafe.
What evidence will I produce?
Your practice and your Apply activity stay with you. Nothing here is assessed for competence: that happens on a Workplace Lab task in the full pathway.
Every submission moves through the same states:
- Assigned
- In progress
- Submitted
- Under review
- Competent
- Resubmission required
- Closed
What credential do I receive?
A Certificate of Completion on your Skills Passport when every lesson is complete, verifiable by anyone you share it with. It records the learning, not competence: no skill is marked Verified and no competency is recorded from this course.
Where can this lead?
The full Customer & CRM Operations Role Pathway takes this module further, with a Workplace Lab task assessed by a NIBS assessor, and leads to the NIBS Professional Certificate when every requirement is met.
Skill topics this teaches:
What does it cost?
Included in NIBS Plus, monthly or prepaid. Not sold on its own at this stage.
How do I start?
- Join NIBS Campus freeOne short form.
- Add NIBS PlusMonthly, or prepaid for 3, 6 or 12 months.
- Start the courseIt is in your campus as soon as your access is active.