Writing Good Tickets

Help Desk Tickets

Information is needed to help the technicians address tickets as quickly as possible. 

Good tickets include:

• • Symptoms — what is actually happening rather than saying, "doesn't work."

  • Include Asset number if it is a particular device that is having a problem; it can go in the Asset field, subject line, or the problem description

  • Include anything you have already tried (e.g., no problem when connecting to the internet with a cable, only when using the wireless)

  • Version numbers; OS

  • Include something about your own abilities (e.g., I don't know anything about how to troubleshoot or add printers)