Skip to content

Moraph for clients

Sign in

Lesson plan

Working with Moraph Support

Raise support tickets that reach the right team first time, choose the right severity from S1 to S4, and follow a ticket through to resolution.

Back to the course
Product
Moraph Support
Level
Foundation
For
Users, Administrators, Support teams
Total time
48 min
Lessons
6 in 3 modules
Assessments
1

Course objectives

  1. Describe how Moraph Support is organized and who can see your organization's tickets
  2. Choose the right severity, S1 to S4, from the impact of a problem
  3. Know when to call as well as raise a ticket, and how to report a security vulnerability
  4. Write a ticket subject and description that give the support team what it needs
  5. Follow a ticket through its statuses, reply, resolve, reopen and close it

Before the course

  • A Moraph client account (see Getting started with your Moraph account)

Module 1: Before you raise a ticket (14 min)

LessonType and timeLearners will be able toActivity and assessment
How Moraph Support worksReading
6 min		See the lessonReading
Choosing a severityReading
8 min		See the lessonReading

Module 2: Raising and following tickets (14 min)

LessonType and timeLearners will be able toActivity and assessment
Writing a good ticketReading
8 min		See the lessonReading
Following a ticket throughReading
6 min		See the lessonReading

Module 3: Practice and check (20 min)

LessonType and timeLearners will be able toActivity and assessment
Practical: draft a ticketPractical exercise
10 min		See the lessonPractical exercise with a checklist
Check your understandingAssessment
10 min		See the lesson8 questions · pass mark 75% · 3 attempts

Completing the course

Every lesson must be completed: reading lessons are marked complete by the learner, exercises when every checklist item is confirmed, and assessments only when passed. Completing the course issues a certificate of completion with a verification code.