How to Create a Ticket with Your IT Department

As an employee, you may encounter technical issues while working on your computer or other devices. In such cases, you need to contact your IT department for assistance. However, creating a ticket is crucial to ensure that your issue is resolved quickly and efficiently. In this article, we will discuss how to create a descriptive help ticket with your IT department.

Please visit the Landing and select the "IT Service Desk" icon or click here to open a ticket.

Everything starts here! Type your issue here or make a request.

Informational: Why Descriptive Help Tickets are Important

Creating a descriptive help ticket is important for several reasons:

It helps the IT department understand the issue you are facing.
It saves time by avoiding back-and-forth communication between you and the IT department.
It ensures that your issue is resolved quickly and efficiently.

Instructional: How to Create a Descriptive Help Ticket

Creating a descriptive help ticket is easy if you follow these steps:

Step 1: Provide Basic Information

When creating a help ticket, provide the following basic information:

Name (should already be included when creating the incident, however, if you're assisting someone else, please include their name.
Contact information (should already included when creating the incident, however, if you're assisting someone else, please include their number)
The device or software you are having issues with (e.g., WellSky, computer account, desk phone, Careport, etc..)

Step 2: Describe the Issue

Describe the issue you are facing in detail. Be as specific as possible and provide any error messages or screenshots that may help the IT department understand the issue.

Step 3: Rate the Severity if applicable

Rate the severity of the issue based on how it is affecting your work. This will help the IT department prioritize your ticket and resolve the issue quickly. Don't abuse priorities like using "Stat" for a lockout issue. A good example of high priority is a system outage that affects several users.

Step 4: Follow Up

After creating a help ticket, follow up with the IT department to ensure that your issue is being addressed. You can also provide additional information or updates if necessary.

Troubleshooting: Common Mistakes to Avoid

When creating a help ticket, avoid the following common mistakes:

Providing insufficient information
Being too vague or general
Not rating the severity of the issue
Not following up with the IT department

The difference between a ticket with not enough information versus a detailed ticket

Ticket Tip

By avoiding these mistakes and following the steps outlined in this article, you can create a descriptive help ticket that will help the IT department resolve your issue quickly and efficiently.

In conclusion, creating a descriptive help ticket is crucial for ensuring that your technical issues are resolved quickly and efficiently. By following the steps outlined in this article and avoiding common mistakes, you can create a help ticket that provides the IT department with all the information they need to address your issue.