Submitting a ticket for optimal results
Step 1: Navigate to the HelpDesk Portal and Click "Report an Issue"
Most likely, you have already discovered the HelpDesk ticketing portal since you are reading this very sentence. All you need to do is go back to the home page, then click "report an issue" and you will be presented with a ticket creation form.
Step 2: Provide Clear and Relevant Subject:
A well-written subject line is crucial for categorizing and prioritizing IT tickets. Make sure your subject accurately reflects the nature of the issue or request. Avoid vague subjects and opt for descriptive phrases, such as "Printer Not Working" or "Email Login Issue."
Note: Composing a clear subject is crucial to being presented with relevant Suggested Articles. These Suggested Articles appear alongside the ticket request form, and most often contain the answers you seek before clicking Submit.
Step 3: Include Relevant Details in the Description:
In the description section of the IT ticket, provide a comprehensive explanation of the problem or request. Include relevant details such as error messages, steps to reproduce the issue, and any troubleshooting steps you have already taken. The more information you provide, the easier it is for the IT support team to diagnose and address the problem efficiently.
Step 4: Assign Priority Level:
Assess the impact of the issue on your work and the urgency of the resolution to determine the appropriate priority level. Priority levels are "Low," "Normal," "High," and "Urgent."
Step 5: Attach Screenshots or Error Logs (if applicable):
If your issue involves error messages or visual discrepancies, consider attaching screenshots to your IT ticket. Additionally, for software-related problems, include error logs or system logs if available. This supplementary information can expedite the troubleshooting process.
Step 6: Submit the Ticket and Monitor Progress:
After completing your IT ticket, click submit. You will then receive an email confirmation along with a link that will allow you to monitor the status and progress of your request.
Step 7: Follow Up and Provide Feedback:
If the IT issue persists or if additional information is needed, don't hesitate to follow up on your ticket. Additionally, once the IT support team resolves your issue, consider providing feedback to help improve the support process and service quality.
Sample Ticket Request:
Problem Description:
My computer has encountered a severe malfunction. It started acting up this morning, and since then, I've been facing numerous challenges while trying to perform my daily tasks. The issues I'm experiencing include:
1. Screen Display: The screen remains blank upon startup, and I'm unable to view any content or access my desktop.
2. Unresponsiveness: The computer becomes unresponsive after a few minutes of use, resulting in frequent freezes and crashes.
3. Hardware Troubles: Additionally, the keyboard and mouse seem to be malfunctioning, making it challenging to input any commands.
Impact:
Due to these issues, I am unable to complete my work efficiently, and it is severely impacting my productivity. As my work heavily relies on the computer, resolving this problem at the earliest would be greatly appreciated.
Troubleshooting Performed:
To resolve the situation, I have attempted to restart the computer multiple times, but the problem persists. I have also checked all cables and connections, but I couldn't identify any visible issues.
Request for Assistance:
Given the urgency of the situation, I kindly request your immediate attention to this matter. If possible, could you please prioritize this ticket and dispatch a technician to examine my computer on-site? Alternatively, if remote assistance is possible, I am available to coordinate a session.
Computer Details:
- Computer Model: [Your computer model]
- Operating System: [Windows or macOS version]
- Additional Information: [Any other relevant details about the computer or recent updates]