Learning path
Help desk fundamentals
5 labs2.3 hours250 pointsbeginner
Work the queue like an agent: triage tickets, reset passwords safely, find the cause of a problem and write replies people can use.
Finish every lab to earn a certificate.
Triage a helpdesk queueNext
Sort a morning's tickets the way a real support desk does: spot the emergencies, set a priority and category on each ticket, send it to the right team and tell people you have it.
beginner25 min
Ask the right questions
Short, vague tickets leave out the one fact that matters. Ask where, when and who else, let the answer show the priority and the team, and close a ticket with a clear explanation.
beginner25 min
Reset passwords without getting fooled
Handle lockouts and forgotten passwords the safe way: check who is calling before you change anything, never type a password into a ticket, and turn away someone who cannot prove who they are.
beginner30 min
Troubleshoot a user's problem
Work a ticket the way an agent does: ask the right questions before you change anything, find the cause, fix it, write it down and close it, and know when a request needs a manager's approval.
intermediate30 min
Write replies and escalations that work
Practice the writing side of support: calm an upset user and say what happens next, hand a problem to another team with a note they can use, close a ticket properly and ask the right questions when a request is vague.
intermediate30 min