Closing a ticket in SysDesks earns you career points, and career points are the single number that determines your role progression — but the amount you earn on any given ticket, and whether you keep it, depends on a fuller scoring model than "did it close." This article explains exactly how that model works.
What the scoring rubric measures
- Technical — did you find and address the actual cause rather than a symptom or a coincidence.
- Communication — did you keep the requester informed and confirm the fix with them where the ticket calls for it.
- Process — did you claim the ticket properly, categorize it, and close it with a valid resolution code.
- Security — did you verify identity before an account change and stay inside your authorized scope.
- Efficiency — did you get there without a pile of unnecessary or destructive changes along the way.
Each ticket has a base point value tied to its difficulty and category. What you actually receive is the base value adjusted by how you handled it — a technically correct fix reached through a risky or undocumented process earns less than the same fix handled cleanly. A subset of the points on some resolutions are held back rather than paid out immediately.
How escrowed points work
- You resolve a ticket that qualifies for escrow — usually one where the state judge found the fix technically correct but with some risk factor attached (a shortcut taken, or a verification step skipped).
- A portion of the points post immediately; the rest go into escrow tied to that specific ticket outcome.
- The ticket sits for a hold window of two in-game days.
- If the ticket reopens or spawns a follow-up during that window because the underlying problem was not actually fixed, the escrowed points for that outcome are forfeited rather than paid out.
- If the window elapses cleanly, the escrowed points release automatically the next time you're active in the console.
Your career role is derived purely from your cumulative total points — there is no separate exam or gate, it is a running threshold. Roles run from Intern at the start, through Helpdesk Tier 1, Desktop Support, Tier 2 Support, Systems Administrator, up to IT Manager at the top of the track. Every role keeps full hands-on access to every tool in the simulator; the role label reflects your demonstrated experience, not a permissions tier.
A zero-fault streak — consecutive tickets closed with no fault found by the state judge — is tracked separately and shown on your profile alongside your closed count and any faults recorded against you. It resets to zero the moment a ticket closes with a fault, so it is a genuine signal of how consistently clean your recent work has been, not just your total volume.
One deliberate rule: tickets you create yourself (for example, through the seed tools available to some accounts) are worth zero points on closure. Points are only ever earned for tickets assigned to you through the normal queue.
When a ticket is not closed cleanly, the state judge assigns a fault severity, not just a pass or fail. A silent fault means the ticket looked closed but the underlying condition wasn't actually met — the kind of thing that would come back to bite a real technician a week later. An active fault means something more directly wrong happened during your handling of it, such as making a change the ticket never authorized. Both severities are visible on your profile as part of your fault history, distinct from a simple resolved-versus-not count, because the two are useful for different reasons: one tells you how many tickets you closed, the other tells you how carefully you closed them.
Your technician profile surfaces this scoring model directly rather than hiding it behind a single number: total career points, points earned this week, your current role, your zero-fault streak, and a running tally of closed tickets against faults found. Ticket history on the profile shows each past ticket with its result and points, so you can look back at exactly which incidents contributed to your current standing rather than just trusting a total.