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Ticketing Interview Questions Answers

The document outlines key interview questions and answers related to ticketing systems in IT support. It covers definitions, common statuses, prioritization methods, handling high-priority tickets, escalation processes, SLAs, and differences between incidents and service requests. Additionally, it lists popular ticketing tools used in the industry.

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Vijay Kushwaha
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151 views3 pages

Ticketing Interview Questions Answers

The document outlines key interview questions and answers related to ticketing systems in IT support. It covers definitions, common statuses, prioritization methods, handling high-priority tickets, escalation processes, SLAs, and differences between incidents and service requests. Additionally, it lists popular ticketing tools used in the industry.

Uploaded by

Vijay Kushwaha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Ticketing Interview Questions & Answers

1. What is a ticketing system in IT support?

A ticketing system is a software tool used to record, track, and manage IT support requests. Each

request is logged as a 'ticket' which includes details such as the issue, requester, priority, and

status. Examples include ServiceNow, BMC Remedy, JIRA, and Freshservice.

2. What are the common ticket statuses in a ticketing system?

Common statuses include:

- Open: Ticket is newly created and not yet assigned.

- In Progress: Work is being done on the ticket.

- On Hold: Ticket is paused, awaiting information or action.

- Resolved: Issue has been fixed, pending confirmation.

- Closed: Ticket is confirmed resolved and completed.

3. How do you prioritize tickets?

Tickets are prioritized based on:

- Impact: How many users or systems are affected.

- Urgency: How quickly the issue needs resolution.

- Priority Matrix: Many systems use a matrix to set Low, Medium, High, Critical priorities.

4. How do you handle a high-priority ticket?

For high-priority tickets:

- Acknowledge and respond immediately.

- Inform the concerned team or escalate if needed.

- Keep the user updated.

- Document actions taken.

- Resolve quickly and confirm resolution with the user.

5. What details should be included when logging a ticket?

Include:
- User details (Name, contact info)

- Description of the issue

- Affected systems or services

- Error messages or screenshots

- Date and time of occurrence

- Priority level

6. How do you escalate a ticket?

Escalation is done when:

- The issue is beyond your scope.

- SLA is about to be breached.

- You need help from a higher support level.

It involves notifying the next-level support (L2/L3), updating the ticket, and informing the user.

7. What is SLA in ticketing?

SLA (Service Level Agreement) defines the expected response and resolution time for different

ticket priorities. For example, Critical issues may have a 1-hour response and 4-hour resolution SLA.

8. How do you close a ticket?

Steps to close:

- Ensure the issue is resolved.

- Confirm with the user.

- Update the ticket with solution details.

- Change status to 'Resolved' or 'Closed'.

- Follow up if required.

9. What is the difference between Incident and Service Request?

- Incident: An unplanned disruption (e.g., system crash).

- Service Request: A routine request (e.g., new software installation).

10. What tools have you used for ticketing?

Common tools include:


- ServiceNow

- JIRA

- BMC Remedy

- Freshservice

- Zendesk

- ManageEngine

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