This Is What Help Desk Actually Looks Like (Real Tickets)
By Josh Madakor
Community Score: 50% | 702 views | 1w
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⚡️ Start your IT/Cyber Career — Real Environment — No Exp Req. ⚡️ https://skool.com/cyber-range ——— I open up my company's actual help desk ticket queue so you can see what real IT support work looks like. We cover the Jira setup, the AI classifier that routes incoming emails into tickets automatically, and then a full analysis of about 530 tickets over five months — resolution rate, median time to close, and which ticket types dominate (MFA resets and employment verifications alone make up 38%). Along the way we find a long tail skewing the stats, discover engineering tickets are poisoning the support board, look at why tickets arrive around the clock, spot resolution drift over time, and see how the load is concentrated on just two people. At the end I go through the fixes Claude recommended based on the data and which ones I'm actually going to implement. ——— 0:00 Intro 0:31 Jira and Customer Base Overview 1:23 View of Actual Tickets 1:40 Common Tickets and How tickets get cre
Tags: it support, help desk, josh madakor, jira, help desk tickets
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