Guidelines for Submitting Effective IT Support Tickets

Overview

This article explains how to submit an effective IT helpdesk ticket. Following these instructions ensures that your issue is addressed quickly and accurately. It covers ticket submission steps, what each category and field is for, what to include in your message, and what to avoid.

1. Submitting a Ticket

How to Submit a Ticket

1. Go to the IT Help Desk portal:

2. Click Submit a Ticket.

3. Complete all required fields.

4. Attach any relevant files (screenshots, error messages, etc.) to help IT troubleshoot your issue.

5. Review your ticket for accuracy, clarity, and completeness.

6. Click Submit.

2. Choosing the Correct Category

What’s Different

Selecting the correct category ensures your ticket reaches the right IT team quickly.

Categories

• Hardware – Issues with computers, monitors, keyboards, mice, or other physical devices.

• Software – Problems with programs or applications.

• Staff Laptop/Cell Phone Request – Submit requests for laptops or cell phones for new hires.

• Credible – Issues with the Credible platform.

• Phone – Desk phone issues or voicemails.

• Printing/Scan/Fax – Problems with printers, scanners, or fax machines.

• Risk Management/Incident Reporting – Reporting incidents or risk-related issues.

• Outlook/Office/SharePoint/Teams – Email, Office applications, SharePoint sites, or Teams problems.

• Move/Add/Change (Staff Equipment) – Requests related to equipment changes, moves, or existing staff setup.

• Data Management/Reports – Requests or issues with reports or databases.

• Website Access – Issues accessing internal or external websites.

• Other – Use only if none of the above categories apply.

3. Completing Each Field

Fields and What to Include

• Email – Enter your staff email address.

• First Name / Last Name – Enter your full name.

• Phone Extension – Enter your direct extension or DLC-issued number. Do not use the main 455-8500 number.

• Computer Number – Enter the number of the computer you are using.

• Division – Select the correct division you belong to.

• Building – Select the correct building.

• Subject – Provide a short summary of the issue (e.g., “Cannot connect to printer in Building A”).

• Message – Provide a detailed description of your issue, including:

  • Steps you took before encountering the problem

  • Any error messages (copy or screenshot if possible)

  • When the issue started

  • Any troubleshooting you have already tried

• Attachments – Include screenshots, error logs, or other relevant files that will help IT diagnose the problem.

4. What Makes a Good Ticket

Good Ticket Qualities

• Clearly states the problem in the subject and message fields.

• Includes error messages or screenshots when applicable.

• Lists the relevant device or computer information.

• Notes any troubleshooting already performed.

• Selects the correct category and building.

• Provides complete contact information (email and extension).

5. What Not to Do / Avoid in a Ticket

Poor Practices

• Leaving the subject or message blank.

• Selecting the wrong category.

• Not putting in the correct computer number.

• Not putting in a reachable phone number.

• Providing vague descriptions like “It’s not working.”

• Including personal phone numbers instead of your extension.

• Attaching unrelated files.

• Submitting multiple tickets for the same issue (update your existing ticket instead).

6. Good vs Poor Ticket Example

Good Ticket Example

• Category: Printing/Scan/Fax

• Subject: “Unable to print to HP printer in Building A, 3rd floor”

• Message:

  I tried printing a 5-page document from Word. The printer shows as online, but it does not print. I received the error message: “Printer not responding.” I restarted the printer and my computer, but the issue persists.

  • Computer Number: 12345

  • Extension: 2345

  • Attached screenshot of error message

Poor Ticket Example

• Category: Other

• Subject: “It’s not working”

• Message:

  The printer won’t print. Fix it.

Summary

Submitting a detailed, accurate ticket helps IT resolve issues faster and reduces the need for follow-up. Always include complete information, use the correct category, and provide attachments when relevant. Use the Good vs Poor Ticket Example as a reference when creating your ticket.