Today, helpdesk support is often based on ticket processing. This allows companies to track each request, and make sure all issues are dealt with. Before submitting a ticket to IT support, you should be aware of several basic considerations.
Before Contacting Helpdesk
Try simple self-service steps first. Sometimes, troubleshooting may be easily done by yourself. Here is what you could do:
- Google it. A basic web search may reveal acceptable answers. If the same issue has already been faced and resolved by someone else, you should locate the solution easily;
- Ask for advice. A colleague of a friend of yours may have dealt with the same problem before;
- Quit and restart. Doing this may fix the app where the error occurred;
- Reboot the device;
- Replicate the issue. Try doing it on a different device or operating system, using another browser, location, or network. If you succeed, include the description of the process in the ticket. Remember that support staff often recreate the issue in order to resolve it.
If none of these work, submit your ticket. Be sure to inform the support team of all the steps you have taken (regardless of the result) and the information you found. You may have been on the right track, in which case the team will build off your work, saving precious time.
Essential Ticket Elements
When requesting assistance, consider the perspective of your operator. Your ticket must include several vital details. These are categorization, prioritization, and subject.
This provides support with context. When it is done incorrectly, the staff may be misled, and your question may be forwarded to the wrong person. Depending on your help desk system, you need to choose a parent category first. For example, these may include “General support”, “Hardware requests”, ‘Sales force requests”, or “Office requests”.
This will depend on your organization’s priority scale, but you should never skip this step. For instance, if you need a larger monitor, this will usually fall into the “low” group, while outages or emergencies are labeled “urgent”. In the middle, there are “normal” and “high” requests. The group determines the speed on resolution (from immediate to within a week).
Ideally, a support agent will identify the issue just by looking at your subject line. Clear subject lines ensure faster resolution, especially when your support team is overloaded with requests. Do not write “Reset password”. A subject like “Locked out of account: need Dropbox password reset” provides context and specifies the software you are using.