Essential Information for IT Tickets

Why These Details Matter in Your Helpdesk Ticket

Think of your helpdesk ticket as a roadmap - it helps us get to the root of your issue faster and with fewer detours. 

When you include clear details like what went wrong, what you were doing at the time, and how it's affecting your work, we can jump straight into troubleshooting instead of playing detective. Device info, screenshots, and urgency level? Those are like GPS coordinates for tech support. 

Help us help you—your future self will thank you! 

1. Clear Description of the Issue 
   1. What’s happening? Be specific. 
   2. Include any error messages or unusual behavior.
      
      
2. Steps Taken Before the Issue Occurred 
   1. What were you doing when the problem started? 
   2. Mention any recent changes (e.g., software updates, new hardware).  
      
      
3. Impact on Work 
   1. Is it preventing you from working? 
   2. Is it affecting just you or others as well?
      
      
4. Device and Software Details 
   1. Type of device (e.g., laptop, desktop, mobile). 
   2. Software or application involved. 
   3. Screenshots or Attachments 
   4. Visuals of the error or issue can be very helpful.
      
      
5. Urgency Level 
   1. Is it critical, high, medium, or low priority? 
   2. Include deadlines or time-sensitive needs if applicable.
      
      
6. Contact Information 
   1. Best way to reach you (email, phone, Teams, etc.). 
   2. Your location (if relevant for on-site vs. remote support).
      
      
7. If this is a recurring issue, include information on previous occurrences.