How to Write Amazing Helpdesk Tickets That Resolve Problems Much Faster

“I emailed the helpdesk and they won’t get back to me!” – Jon

“I left a voicemail, but the helpdesk never got back to me!” – Jane

Every now and then, we get complaints like the ones you see above. While writing helpdesk tickets isn’t exactly rocket science, it IS possible to write a “bad” one – and we’ll explain what we mean by that below.

Here’s the thing though: the Ideal support team is here to assist you with any issues you may encounter in your day-to-day work – whether your report isn’t printing, you can’t log onto your computer or your laptop won’t connect to Wi-Fi.

Sometimes, however, they do get a lot of help requests at once, which makes it difficult for them to accommodate everyone right away. So, they prioritize the tickets that communicate issues clearly, because they know what needs to be done and how long it would take. Good tickets, on average, get resolved 40%-60% faster.

So, to make it easier for our support to resolve your requests faster, here are some tips on how to write amazing helpdesk tickets:

 

Write a Descriptive Summary

Provide a specific description of your problem and what you are seeing in the subject of the form that asks you to state your issue.

Quite often, we see descriptions like this one:

“Help, computer problem??? CALL ME!”

While this clearly communicates that there is indeed a problem (and that it may be urgent, because ALL CAPS), there’s nothing else to go on. Because of that, an Ideal support employee has to actually open the ticket and read the details before routing it to someone who can help you, which significantly slows down the process, particularly when nearly every ticket is like that.

To make this easier for both sides, try your best to actually explain the problem. Here’s an example of a more specific description summary:

“Cannot log into the computer. Says the account is locked.”

It’s short and to the point. When the Ideal support team looks at a ticket like that, they can immediately route it to someone who can assist with a login or account issue.

Here are more examples of descriptive summaries:

  • Unable to print invoices
  • Timeout error on the mobile app
  • Cannot log into my computer in the shop
  • I cannot access the server
  • My station is running slow

 

Put Details in the Details Section

In the “Details” section of the Welcome Page form, enter ALL the details relevant to the problem, such as the specific computer, printer, desk and so on along with the time when the problem occurs/occurred. Anything you may know that is relevant will help our team get to this faster.

Try to include answers to the following questions:

  • What were you doing when the problem happened?
  • When was the last time this worked (if ever)?
  • Does this happen every time you do X?
  • What specific computer is affected by the problem?
  • When did you first notice this?
  • What was supposed to happen, but didn’t?

It’s a good idea to include your contact information such as your email or phone number, so that it’s easier for the helpdesk team to contact you. To get more details on how to create amazing tickets, check out our article on Golden Tickets.

 

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