Help Desk Ticket Example

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Cynthia Skane

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Aug 3, 2024, 5:12:23 PM8/3/24

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IT Service Management (ITSM) teams don't have time to write every single response message from scratch. You need a ready-to-use set of examples to cover the most commonplace scenarios, such as printer, password, and third-party software (SaaS) problems.

Depending on the size of the organization, there might be IT staff on-site in every office, or they'll work remotely or from a centralized office and provide remote support to offices in the same country or region.

A cloud-based help desk is another way of saying outsourced. This is a popular option because many companies don't want the expense of employing an internal team. When you outsource, the provider will have all of their own ticket management software and hardware and an experienced team. Everything a company is paying for is a support-based (usually fixed) retainer, unless ticket volumes increase. This makes outsourcing or a cloud-based approach cost-effective.

An enterprise IT service desk can handle in-house and customer-centric support tickets. When a company provides technical services or products (e.g., an app, SaaS, telecoms, etc.), then external customers will have technical issues that need fixing.

At the same time, internal customers (staff) are likely to have other technical problems that need resolutions. In some cases, these two functions are rolled into one operation. Or they can be kept separate while sharing resources, knowledge base articles, best practices, and software to increase operational efficiency.

In some cases, small, non-profit, or startup organizations can turn to open-source, virtual, and completely remote help desks. Especially when they're using open-source software, as these are often updated and fixed by teams of contributors. However, this isn't usually suitable for larger organizations, not when there are security compliance and reliability considerations.

With the right help desk software and database of automated support ticket responses, your help center teams won't even need to reply in person, and might be able close the call first contact (ie. right away). Using internal knowledge bases, ITSM help desk software, and other automated systems, common tickets can receive responses based on the keywords in your customers' messages, especially for more simple requests.

Printers not working is another nightmare in offices. Even with so much happening online and an eco-driven emphasis on reducing printing, there are always documents that need printing for various reasons. So, a printer not working is one of those issues that might require an IT help desk agent to go and fix it physically if it can't be fixed remotely.

If none of these work, please update this ticket as soon as possible, and an IT engineer will be assigned to fix the problem on-site. We will give you an immediate ETA and an estimated resolution time, depending on how serious the problem is with [printer make/model] in [building, floor, room].

Wi-Fi connectivity issues have to be one of the most frustrating things for people in workplaces anywhere. Remote workers would need to contact their broadband provider if they can't fix it themselves. Depending on how accessible the broadband routers and boosters are, there might be ways employees can attempt a reboot or manual reset, as you would at home.

A slow-running computer is equally frustrating. Anything like this negatively impacts productivity. It might be the case that it has simply been running too long between the last complete shutdown, and the short-term memory (RAM) is too full, making it slower.

It can be frustrating for users when the software they rely on isn't working, especially when it's time-sensitive. Businesses use dozens, if not hundreds, of SaaS products in their tech stack. Fixing any issues with third-party software is normally filtered down to the vendor's help desk, and most come with self-serve solutions too.

Operating software is a similar issue to software. Most organizations will operate on Microsoft, although in some cases, Apple (macOS), Linux, or another provider is the OS running on every computer employees use.

The issue could be that an update is required. If that's the case, then IT needs to plan it to reduce any downtime. Scheduling a company-wide OS update is a project IT would need to plan for and normally know about in advance. However, if users are sending in support tickets saying they're having OS problems, then this update will need to be done quickly while minimizing downtime.

Data protection laws are strict and taken seriously, especially when an organization has customer data to protect. Any suspected cybersecurity breach or incident, such as a phishing attempt, needs to be acted on fast. If anything has breached external (or internal) defenses, then reactive cybersecurity measures need to be taken to safeguard vital systems and protect the data.

When employees are issued with mobile devices, it can seriously impact their ability to work if the device stops functioning. Getting it fixed quickly is essential. As is the case with third-party software, there's a limit to how much IT can do with a mobile device. It might need to be sent away to be fixed, or an employee issued with a replacement device with all of the data from the old one backed up and downloaded onto it.

If none of these work, please update this ticket as soon as possible, and an IT engineer will be assigned to fix the problem. In the event that isn't possible within 24 to 48 hours, we will issue you with a new device and all of the data restored to it from the cloud, so it will be as it was when the issue occurred.

Similar to the solutions for third-party software, employees will probably need to refer to the vendor's self-serve or help desk solutions unless the problem is connected to how the communications and collaboration tools interact with internal systems. If that's the case, these need investigating further so a resolution can be found.

Hardware and devices don't always work as they should. IT agents might need to go in person to resolve them, although it should be possible to run staff in the room through a trouble-shooting process first to see if there are more immediate solutions.

CSAT scores are an important part of service level agreements (SLAs) and key performance indicators for IT teams. It's vital that these are sent out either after incidents are resolved or on a rolling basis, as a minimum, such as every quarter.

Keep reading to know which are the common problems and how to solve them with a ticketing system, self-service portals, canned responses, and more to solve problems like data loss, printer issues, and password resets.

There seems to be a consensus that establishes password issues as the most common help desk ticket. If you have been working in IT long enough, you probably come across several requests regarding password resets, locked accounts, or logging issues in general. In fact, one user commented in this Reddit post that 75% of tickets received only in the first four days of the job were password resets.

If you have InvGate Service Desk integrated with Insight, the request will automatically show you the devices assigned to the user so that you can easily see their details and health status without having to ask too many questions.

The BSoD is usually fixed by repairing Windows using Utility software or re-imaging the machine completely. If this keeps going, the next step is to do a further diagnostic to see if it indicates other software or hardware that needs to be fixed as well.

Depending on the issue, you can also try fixing permissions that were already approved. If the permissions need to be changed or accepted, you can add an approver to the requests on InvGate Service Desk (without any extra licensing cost) to keep the workflow going.

For it to do the trick (and avoid ticket submission), it has to be thorough. Offer a detailed explanation on how to connect things and some basic troubleshooting so the user can self-solve whatever issue they might encounter.

It'd be ideal if they are the ones writing knowledge base articles with some basic troubleshooting for other agents to solve these tickets and for users, to help them prevent phishing and other vulnerabilities.

This has led to the creation of help desk teams for external customer support issues, as well as internal IT-related technical support. The reliance on these help desk teams is growing, with 56% of enterprises bracing themselves for increased support requests in the coming year.

With a DAP like Whatfix, organizations can embed a self-help wiki over customer-facing and internal applications that aggregate all support documentation, knowledge base articles, FAQs, process docs, videos, and more into one searchable interface. End-users are contextually shown support resources based on where they are in an application, which prompts in-app guided experiences that walk users through issues and help them solve help desk issues on their own.

The Whatfix Digital Adoption Platform empowers IT teams to create in-app guidance and self-service user support on all internal desktop, web, and mobile applications. Enable employees with Self Help, which overlays onto your CRM, HCM, ERP, CPQ, and other digital workplace applications. Self Help connects to your process and IT documentation, LMS, video tutorials, onboarding documents, and other IT support-related content to provide employees self-help, at the moment of need. Create additional in-app guidance and pop-ups to contextually guide users through applications and alert them to process changes.

The software applications we use today are more advanced and comprehensive than they ever have been. From solutions enhanced with emerging technologies like Artificial Intelligence and chatbots to platforms built with extensive customization functions, consumers today have no shortage of options to implement personalized solutions for their specific needs. But with more software maturity comes more complex installation and update processes. Customers often submit help desk tickets to solve challenges such as software that fails to install properly, freezes during or after updates, crashes, or runs into corrupted files and programs.