Ticket management: how to demonstrate organisation and user follow-up

In IT support, fixing an issue is not enough if nobody knows what happened. A clear ticket helps track a request, avoid repeated checks and hand work over to a colleague.

1. Record useful information

Show a record with an identifier, date, fictional requester, device, symptom, impact, urgency, checks, owner, next action and status. Follow the service’s categories. Priority should reflect impact and urgency under its rules, not simply arrival order or how loudly someone complains.

2. Build a sample record

Field	Entirely fictional example
Ticket	LAB-014 — training workstation cannot print
Impact	One user blocked; another printer available
Checks	Workstation status, connection and print queue examined
Next step	Proposed correction awaiting approval; update at 11 am
Closure	Test completed and user confirmation obtained, following service procedure

This demonstrates a method, not a real incident or a universal priority level.

3. Write meaningful updates

“Your request is logged as LAB-014. Initial checks are complete. The proposed correction requires approval. I will update you at 11 am even if it is not yet finished.”

Keep that commitment and identify the next owner if the ticket is transferred. Avoid an unexplained “in progress” status.

4. Separate tool experience from process

If you used a spreadsheet, say so. If you practised with a ticketing platform in a lab, name it and describe the functions tested. Knowing an interface does not automatically prove experience running a real support service.

5. Use accurate CV wording

“Personal project: created a register of five fictional requests, assessed impact, tracked actions and drafted user updates.”

Explain how you prevent forgotten requests and what you include when escalating. Use fictional data or authorised, anonymised examples.

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The Kamerjob team