Proper Categorization
When you request support, you need to take on the perspective of a helpdesk agent. Categorizing a ticket correctly may seem mundane to you, but without proper categorization, support requests lack even the most basic context. Improper categorization can mislead the helpdesk or even funnel the support request to the wrong person.
Proper Prioritization
Urgent
Interruption making a critical functionality inaccessible or a complete interruption causing a severe impact on services availability. There is no possible alternative.
High
Critical functionality or access interrupted, degraded or unusable, having a severe impact on services availability. No acceptable alternative is possible.
Medium
Non-critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability. A workaround is available.
Low
Application or personal procedure unusable, where a workaround is available, or a repair is possible
The quickest way to make enemies with your helpdesk is to prioritize something as “Urgent” when it’s not. Think of this as if you’re dialing 911.
Proper Ticket Subject Line (this is for new tickets and not new jobs. New Jobs have their own set of requirements)
A support ticket subject line should set expectations, and if possible, enable the helpdesk agent to glance at the subject line and immediately know the issue (without being too wordy).
When your helpdesk is inundated with requests, a clear subject line can lead to a quicker resolution–and even help IT solve future tickets featuring similar issues.
Lastly, when you write the ticket subject line, use relevant keywords that make it easier to find when searching/sorting. This will lead to faster problem solving and will be instrumental if your helpdesk ever does any sort of ticketing system data analysis.
· Poor Subject Line: Need Password Reset
This subject line is too vague. How many devices and applications do you use that require passwords? You can’t assume that IT will know which device or application you’re referring to.
· Better Subject Line: Need G Suite Password Reset (locked out of account)
This subject line provides more context and explains exactly what is needed. It even provides additional details (e.g. locked out of account) that may come in handy when IT needs help prioritizing tickets.
The Importance of a Concise, Relevant, and Detailed Description
This can’t be said enough.
Usually, the difference between a poor support
ticket and a great one is the details. The more detailed the ticket, the more
likely it will be solved quickly and without much heavy lifting on your end.
Note: The helpdesk
doesn’t need every detail, just the right ones. However, don’t be afraid to ask questions in your ticket. Your helpdesk would much rather you ask than guess and make an issue worse. If you put the work in upfront to include the right details, the rest of the process will be much more seamless. As an added bonus, the helpdesk will love you and will likely place priority on solving your tickets because they know it will include all the necessary information.
Below are some examples of helpful details you can include:
Provide Baseline Technical Details
When in doubt, a helpdesk ticket should include the following technical details:
· The device being used (iPhone, PC, etc.)
· Operating system and version (Android Nougat, MacOS 10.12, etc.)
· Browser type and version (Chrome 55.0.2883.9, etc.)
· URL where the error occurred
Providing this level of detail will go a long way with your helpdesk. Every ticket may not need this information, but it is a great starting point
Include the Time of First Occurrence and the Persistence of Issue
Always provide the time when your issue first occurred. A good IT organization has tons of logs, so the more exact time you can provide, the easier it will be for them to find the issue in their logs.
Also, including the time when the error occurred helps IT see if any similar issues occurred within the same timeframe. Many modern technology hiccups don’t happen in isolation, meaning the helpdesk can link events together and take appropriate action, such as sending a company-wide email announcement.
Share a Screenshot or the Exact Text of the Error Message
Your helpdesk team will be grateful if you provide a screenshot, gif, or video of your issue. If you can’t include an image, add the exact text of the error message.
A Complete and Honest Picture
Many people won’t tell the whole story when they ask for help. This only makes a resolution harder to come by. A great helpdesk isn’t there to judge, but rather to help. A smooth and swift resolution is critical to managing the chaos of dozens of systems and different types of equipment “Their performance is likely being graded on the speed and quality of the resolution.”
Be open and honest.
With that said, with a little extra effort you can expect more rewarding results. If you follow the basic rules above, you’ll find that your helpdesk will be more than willing to go above and beyond for you.