Completed help desk ticketing lab using osTicket in a local Docker environment. Six realistic support tickets — login issues, password resets, shared folder access, slow computer triage, software installs, and new user onboarding — each documented with internal notes, user replies, and screenshot proof. Built for Help Desk, IT Support Specialist, Technical Support, and SaaS Support roles.
This is a completed help desk ticketing lab built with osTicket in a local Docker environment.
The goal is to show practical entry-level IT support skills: working inside a ticketing system, documenting user requests, organizing issues by type, communicating clearly, and building a realistic support workflow.
This portfolio project targets Help Desk, IT Support Specialist, Technical Support, and SaaS Support roles.
Status: Complete / portfolio-ready draft
Current phase: Six realistic support tickets have been created, documented, resolved, and supported with screenshot proof.
Next step: Add this project to resume, LinkedIn, and portfolio website.
- Help desk ticketing workflow
- Ticket intake and categorization
- IT support documentation
- User communication
- Troubleshooting note-taking
- Status and resolution tracking
- Screenshot-based technical documentation
- Docker-based local lab setup
- Git and GitHub project presentation
- osTicket
- Docker Desktop
- Docker Compose
- MySQL container
- Windows PowerShell
- Git
- GitHub
- ShareX / screenshot capture tool
- Markdown documentation
| Step | Status | Description |
|---|---|---|
| Create local project repo | Complete | Created the local Git repository and project folder structure. |
| Set up screenshot and ticket folders | Complete | Added folders for setup screenshots, ticket screenshots, notes, and ticket writeups. |
| Install osTicket locally | Complete | osTicket is running locally through Docker. |
| Capture login proof | Complete | Captured the osTicket Agent Login page. |
| Capture agent dashboard | Complete | Log in and capture the staff dashboard. |
| Configure departments/help topics | Complete | Add realistic support categories for the help desk lab. |
| Create realistic tickets | Complete | Built and resolved six realistic support-ticket scenarios. |
| Polish final documentation | Complete | README screenshot walkthrough, case study, and resume bullets are complete. |
What was completed:
osTicket was launched locally in a Docker-based lab environment and the staff login page loaded successfully.
What this proves:
The local ticketing system is running and accessible through the browser. This is the foundation for the rest of the help desk workflow lab.
What was completed:
Logged into the osTicket staff portal and captured the agent dashboard.
What this proves:
The staff account can access the working ticketing environment. This confirms the lab is ready for configuration work, ticket creation, and ticket resolution documentation.
What was completed:
Opened the osTicket Admin Panel and captured the System Settings and Preferences page.
What this proves:
The lab has working admin access and is ready for help desk configuration work, including departments, help topics, agents, users, tickets, and system preferences.
What was completed:
Created and confirmed multiple departments in the osTicket Admin Panel, including IT Support, Hardware / Software Support, Account Support, and Maintenance.
What this proves:
The lab now has department structure in place for ticket routing and future help desk workflow configuration.
What was completed:
Configured realistic help topics in the osTicket Admin Panel, including Login Issue, Password Reset, Shared Folder Access, Slow Computer, Software Install Request, and New User Setup.
What this proves:
The lab now has support request categories that can be used to route and document realistic help desk tickets.
What was completed:
Created a test customer/user account named Taylor Morgan for future ticket scenarios.
What this proves:
The lab now has a realistic end user/customer profile that can be used to create and document support tickets.
What was completed:
Created the first realistic support ticket for a user who cannot log in to their company account.
What this proves:
The lab now shows ticket intake from an end user, including the request summary, help topic, and ticket creation confirmation.
What was completed:
Opened the newly created login issue ticket inside the osTicket staff panel.
What this proves:
The agent can access the ticket queue, open a user request, and begin documenting troubleshooting work inside the ticketing system.
What was completed:
Posted an internal troubleshooting note documenting the first triage step for the login issue.
What this proves:
The ticket includes professional internal documentation, showing how an IT support agent records troubleshooting context before resolving the issue.
What was completed:
Posted a customer-facing reply and resolved the first login issue ticket.
What this proves:
The lab now demonstrates the full ticket lifecycle: intake, triage, internal note, user communication, and resolution.
What was completed:
Created the second realistic support ticket for a user requesting help with a password reset.
What this proves:
The lab now includes another common help desk scenario showing ticket intake, help topic categorization, and user request documentation for an account access issue.
What was completed:
Opened the password reset request ticket inside the osTicket staff panel.
What this proves:
The agent can access and review a password reset support request, including the user details, help topic, ticket status, priority, and original request details.
What was completed:
Posted an internal troubleshooting note documenting the password reset triage process.
What this proves:
The ticket includes professional internal documentation for a common help desk password reset workflow, including identity verification and account status checks.
What was completed:
Resolved the password reset request and confirmed it appears in the closed ticket queue.
What this proves:
The lab shows a completed ticket lifecycle for a password reset request, including the closed date, ticket subject, user, and the support agent who closed it.
What was completed:
Created the third realistic support ticket for a user requesting access to a shared company folder.
What this proves:
The lab now includes a permissions/access request scenario, showing ticket intake, help topic categorization, and user request documentation for a common help desk workflow.
What was completed:
Opened the shared folder access request ticket inside the osTicket staff panel.
What this proves:
The agent can review a shared folder access request, including user details, help topic, ticket status, priority, and the original request details for a permissions-based support scenario.
What was completed:
Posted an internal troubleshooting note documenting the shared folder access triage process.
What this proves:
The ticket includes professional internal documentation for a permissions-based support request, including folder access needs, user role verification, and group permission checks.
What was completed:
Resolved the shared folder access request and confirmed it appears in the closed ticket queue.
What this proves:
The lab shows a completed permissions/access request workflow, including the closed date, ticket subject, user, and the support agent who closed it.
What was completed:
Created the fourth realistic support ticket for a user reporting a slow computer issue.
What this proves:
The lab now includes a basic troubleshooting scenario showing ticket intake, help topic categorization, and user request documentation for a common performance issue.
What was completed:
Opened the slow computer ticket inside the osTicket staff panel.
What this proves:
The agent can review a basic performance troubleshooting ticket, including user details, help topic, ticket status, priority, and the original request details.
What was completed:
Posted internal troubleshooting notes documenting the slow computer triage process and follow-up performance checks.
What this proves:
The ticket includes professional internal documentation for a basic performance troubleshooting workflow, including startup apps, disk space, pending updates, and resource usage checks.
What was completed:
Resolved the slow computer ticket and confirmed it appears in the closed ticket queue.
What this proves:
The lab shows a completed basic performance troubleshooting workflow, including the closed date, ticket subject, user, and the support agent who closed it.
What was completed:
Created the fifth realistic support ticket for a user requesting help installing approved work software.
What this proves:
The lab now includes a software installation request workflow, showing ticket intake, help topic categorization, and user request documentation for a common IT support scenario.
What was completed:
Opened the software install request ticket inside the osTicket staff panel.
What this proves:
The agent can review a software installation support request, including user details, help topic, ticket status, priority, and the original request details.
What was completed:
Posted an internal troubleshooting note documenting the software install request triage process.
What this proves:
The ticket includes professional internal documentation for a software installation workflow, including software name confirmation, approval/licensing review, and IT installation decision-making.
What was completed:
Resolved the software install request and confirmed it appears in the closed ticket queue.
What this proves:
The lab shows a completed software installation request workflow, including the closed date, ticket subject, user, and the support agent who closed it.
What was completed:
Created the sixth realistic support ticket for a new user onboarding request.
What this proves:
The lab includes an onboarding workflow showing ticket intake, help topic categorization, and setup request documentation.
What was completed:
Opened the new user onboarding ticket inside the osTicket staff panel.
What this proves:
The agent can review onboarding request details, including account, email, application access, and shared folder permission needs.
What was completed:
Posted an internal note documenting the new user onboarding triage process.
What this proves:
The ticket includes professional internal documentation for employee setup, including start date, manager, required applications, email needs, and group access requirements.
What was completed:
Resolved the new user onboarding request and confirmed it appears in the closed ticket queue.
What this proves:
The lab shows a completed onboarding request workflow, including the closed date, ticket subject, user, and the support agent who closed it.
- Agent dashboard
- Admin dashboard
- Department and help topic configuration
- Ticket queue proof
- Ticket detail pages
- Internal note examples
- Resolved / closed ticket proof
- Six realistic ticket workflows
The finished lab includes six realistic support tickets:
-
User Cannot Log In
Simulates a common access issue where a user cannot log in and needs support triage. -
Password Reset Request
Demonstrates identity-aware support workflow and password reset documentation. -
Shared Folder Access Request
Shows how access issues can be documented and resolved through permissions/group access concepts. -
Slow Computer / Basic Triage
Demonstrates basic troubleshooting questions, user communication, and escalation-style thinking. -
Software Install Request
Simulates a request involving approval, installation, and documentation. -
New User Onboarding Request
Shows how a help desk technician might document account setup, access needs, and onboarding tasks.
This project shows that I can build and document a realistic help desk workflow using a professional ticketing platform.
For a hiring manager, this lab is meant to demonstrate that I understand the basics of working in an IT support queue: receiving tickets, documenting user issues, organizing work, communicating clearly, tracking progress, and closing tickets with useful resolution notes.
This project is now a clear screenshot-based help desk case study that shows practical readiness for entry-level Help Desk or IT Support work.
- osTicket setup screenshots
- Six realistic ticket scenarios
- Ticket queue screenshots
- Ticket detail screenshots
- Internal note examples
- Resolved ticket examples
- Written ticket case studies
- Resume-ready bullet points
- Polished README for portfolio use
README.mdcase-study.mdresume-bullets.mdPROJECT_STATE.mdSESSION_LOG.mddocker-compose.ymlscreenshots/setup/screenshots/admin-config/screenshots/tickets/tickets/