1. Purpose

    Creating clear, complete, and well-prioritized tickets ensures that IT can resolve issues efficiently, reduce response times, and improve the overall support experience.

    ✅ What Makes a Good Ticket?

    🖋️ 1. Complete the Ticket in Full

    • Be as descriptive and detailed as possible.

    • Include all relevant context such as:

      • What happened?

      • When did it start?

      • Has it happened before?

      • What have you tried?

    • 🧠 2. Clear & Concise Subject Line

    • Use a subject line that summarizes the issue (e.g., “Cannot print to Bluebeam after update” instead of “Help!”).

    • 📸 3. Attach Screenshots

    • Upload screenshots that show:

      • The exact error message or behavior

      • Any steps you’ve taken

    • Screenshots can be:

      • Saved to your desktop and uploaded

      • Pasted directly into the ticket description

    • 🚦 4. Set the Appropriate Priority

    Priorities should reflect the scope and impact of the issue:

    Priority Description
    Low One user affected, minimal impact (e.g., minor annoyance, workaround available)
    Medium Multiple users affected or intermittent disruption, but not stopping daily work
    High Issue significantly disrupts workflow or tools used by several users or teams
    Urgent Critical business function is down; affects leadership (VP level or higher) or the entire department/company

    🎯 Tip: Don’t default everything to “High” or “Urgent”—that reduces efficiency for true emergencies.

    🧠 Why It Matters

    A well-written and properly prioritized ticket:

    • Helps IT triage faster

    • Prevents unnecessary back-and-forth

    • Leads to quicker resolutions