The whole loop is: pick a ticket, assign it to yourself, work out what is wrong, fix it with one of the tools, then close it. This walks through it once.
1. Open a ticket
The dashboard shows a card headed Ticket Queue, containing a list titled Incidents with a count of how many are open. Select any row to open it.
If the list says No incidents available. Nice work., you have cleared everything currently available.
2. Assign it to yourself
On the ticket, find the Assignee row. It reads Unassigned with a control next to it reading Assign to me. Select it.
A confirmation appears reading Ticket added to your queue, and the ticket moves into the My Queue section on the dashboard.
You have to assign a ticket before you can resolve it. On the free plan this is also the point where the daily limit is enforced, so see Daily limits and when they reset if you are told you have run out.
3. Work out what is wrong
Read the description. The wording tells you what the user is experiencing, and the fix follows from it.
Three things help:
- Tools in the top bar opens the consoles you fix things with: Directory, Remote Desktop, Server Room, Documentation and the rest.
- Documentation under Tools is the in-world knowledge base. It holds the policies and procedures the tickets are written against.
- If you are stuck, select I don’t know how to fix this underneath the ticket. It reveals the solution one step at a time, and taking a hint costs you nothing: there is no scoring penalty for using it. The control appears when hints are switched on in Settings, which they are by default.
4. Fix it
Which tool you need depends on the ticket. A locked account is Directory. A driver problem is Remote Desktop. A dead printer might be the Server Room. Some tickets need you to confirm the fix with the user in Company Chat before they count as done.
On a desktop-width window you can keep the tool next to the ticket instead of filling the screen: turn on Split screen view at the top of the ticket, then pick the tool from the Tools menu. Narrower windows show the ticket and the tool as tabs instead, so the toggle is not there.
5. Close it
When the work is done the ticket shows a banner reading Solution complete and Review the work, then close the ticket.
- Select Close Ticket.
- Optionally write what you did into Resolution Notes. It is optional and capped at 600 characters.
- Select Close Ticket in the dialog.
You get your points and the ticket moves to Past Tickets in the profile menu, where you can compare what you did against the model answer.
If you close a ticket that is not actually fixed, the dialog says so before you commit: the button changes to Close Anyway and it warns you what it costs. See Close a ticket.
What to do next
Your queue refills. Difficulty starts easy and widens on its own as your lifetime resolved count grows, so the early tickets are deliberately gentle. See Choose which tickets land in your queue.