Tickets live in a PSA (Professional Services Automation) tool like ConnectWise Manage, Autotask, or HaloPSA. Every customer interaction must be in a ticket — if it isn't logged, it didn't happen.
Triage = decide what to work on next. Impact (how many users affected) × Urgency (how badly is work blocked) = Priority. A printer offline for one person is P3. Email broken for the whole firm is P1.
Document as you go: replication steps, screenshots, what you tried. Future-you and future-teammates will thank you.