One ticket
The ticket in the title, start to finish.
INC0010077, worked and published in full.
The machine proposes. You accept it, correct it, or overrule it, and that decision is graded.
01
The report
A clinic says the day close moved. It did. They say somebody changed the setting. Nobody did.
02
The checks
Four tools, four things ruled out. The ruling out is the half nobody writes down.
03
The fault
Saved as a fixed instant, not as five o’clock. The clocks changed. The instant did not.
04
The write-up
What the next person to open it reads, and what an employer reads months later.
The part everyone's afraid to say
AI is taking the routine support jobs.
Become the engineer who runs the AI.
Most support organisations now run AI agents. Most support agents were never trained to use them. The role that survives commands the AI. That's the role we train.
Prompt AI for deep diagnostic research on real cases
Build skill files that triage entire case categories
Draft with AI, verify like an engineer
Ship an AI tool as your capstone, published on your record
AI isn't banned here like in school. It's taught, required, and graded.
ClaudeChatGPTGemini
ClaudeDFS-1042Illustration
DFS-1042: SSO login fails intermittently for Metro Health's claims team. Where do I start?
Three checks first: is it one user or org-wide, the SAML certificate's expiry, and the auth-log error class. Intermittent SSO is usually cert or clock skew.
Org-wide. Draft a first response and cite KB-114.
Draft: Hi Sandra, thanks for flagging this. We're seeing an org-wide SAML issue and are checking your certificate now. I'll update you within the hour. (KB-114)
The Resident reads it, edits, and sends. AI drafts. The Resident decides.
Who this is for
You cannot show anyone how you actually work.
Whatever you have done so far, the gap is the same. Four ways in, one problem.
Students and new graduates
Show you can troubleshoot, not just explain how it works.
Helpdesk agents
You close tier 1 all day. Nothing you can show says you could do tier 2.
Career changers
The first chance nobody will give you, you can give yourself.
Support engineers
Everything you have proved so far belongs to your employer. This is yours, under Projects.
More than one of these, or none of them? Answer three questions and we will point you at the right one.
The company is simulated. The work is not.
The free ticket is free, scored on the same rubric as every paid ticket, and the record is yours either way.
How it works
Three ways in. Two are free.
Start with the 90-second calibration, or work one real ticket free. Neither asks for a card. The Desk is month to month after that, and the Desk Pro has a waitlist. The company is simulated, the work is not.
Apply
No CV screen, no cohort, no waiting for the work itself. Start with a free ticket; the Desk is $39 a month after that. The Desk Pro is not taking new applications.
Work a ticket
A real one, start to finish, from the same queue the Desk Pro will work. Tell us where to send the report, then work it. No card, ever.
Start the Desk Pro
The Desk plus the job hunt: the job board, live group calls, résumé reviews and the Interview Gym. Month to month.
Leave with proof
A score for every dimension of every ticket - each checked by a person on the Desk Pro - on a page any employer can open and check.
INC-2291 · Customer cannot complete checkout after a card update
71 out of 100
SLA discipline
You picked this up eleven minutes after it landed. That is well inside target. Your first reply asked for the three facts you needed, instead of saying hello and going quiet. Good start. The middle is what cost you. The customer answered, and your next message came forty-three minutes later. Nothing in between. The clock does not stop because you are thinking. One line at the twenty-minute mark would have changed nothing about the fix, and everything about the wait.
What to change
Escalate when you have evidence, not when the clock runs out. And if you go quiet for more than fifteen minutes, say so.
What a score actually says
The number is the least useful part.
Every score on a record links to the write-up that produced it. This is one dimension of one ticket, as the grader wrote it.
This is an illustration, not a real graduate. It shows the shape of a write-up, and every score on a real record carries one.
The record
What the record is, and is not
List it under Projects. It reads strongest there, and it keeps your record honest: this is verified work, not employment.
With your consent, an employer can open the full conversation behind any score, and the AI tool built in the final week - with the Resident’s consent.
See a sample recordWhat it is
Work somebody actually did, graded the same way every time, and open to dispute ticket by ticket.
AI-scored on the rubric. Every score links to the write-up that produced it.
What it is not
Not employment, and not a reference.
The tickets are simulated, the company on them is a simulation, and the record says so on its own face.
The Desk Pro · open now
You do the work
and we hand you the record
Real tickets on a simulated support desk, with AI at your side. Scored ticket by ticket. Leave with a record of the work you did.