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Welcome to this video tutorial on helpdesk tickets in Drackett. If you haven't seen the overview video for Track T, it's recommended to watch it first for a high-level understanding. This video focuses on detailed aspects of helpdesk tickets, including adding, changing fields, closing, and reassigning. You'll get a glimpse of day-to-day operations in a helpdesk environment. The user is already logged in and has customized the grid view. Tickets can be entered by helpdesk staff.