The 6 Steps to Getting Help Desk Tickets Resolved Promptly
- Rehab Industries
- Aug 15
- 2 min read
When your tech isn't working, your first instinct is to shoot off a ticket and hope for the best. But if that ticket’s missing key details, it slows everything down. Here’s how to write a help desk ticket that gets attention and resolution fast—without the endless email chain.
1. Be Specific
Instead of saying: “My email isn’t working.”
Try saying: “My Outlook won’t open, and the error message says, ‘cannot connect to server.’ I tried rebooting my system, but it didn’t fix the issue.”
Why it Matters
We can’t fix what we can’t see. The more info we can get upfront, the faster we can figure out the problem and come to a resolution.
2. Include Screenshots or Error Messages
If you see a pop-up, warning, or odd behavior—screenshot it. If you can copy/paste the error text, it’s even better.
Why it Matters
Visuals tell us what you're dealing with immediately and will eliminate the need to describe what you’re seeing.
3. Include a List of What You’ve Already Tried
For example, you can say:
“I restarted my PC and cleared my browser cache. The issue was still not fixed.”
Why it Matters
This prevents us from needing to walk you through things you already know, avoids having to duplicate steps you’ve already taken, and saves us time in finding a resolution.
4. Specify the Urgency
Is this issue preventing you from doing your job, or is it just a minor inconvenience? Depending on the urgency, we can determine how to tackle the problem.
Example of an urgent priority request:
Unable to log into anything/can’t access my computer.
Example of a low-priority request:
The printer I normally use isn’t working, but there is another printer nearby I can use.
Why it Matters
Answering this question truthfully will help us prioritize incoming tickets so we can effectively and efficiently resolve the issue.
5. Include Basic Details
When submitting a help desk ticket, it’s imperative to include basic details about you and the machine that’s giving you issues. Please include the following in your ticket submission:
Your name and department
Computer name (if known)
Location (remote or on-site)
A callback number or best contact method
Why it Matters
For us to resolve your issue as quickly as possible, we need to know basic details about you and your machine. This helps us identify where to begin troubleshooting the problem.
6. Use Clear Subject Lines
Before submitting your ticket, ensure the subject line clearly describes the issue you are experiencing.
Example of a clear subject line:
“VPN connection drops after 5 mins – Sales laptop”
Why it Matters
A clear subject line will route your ticket to the correct team, get you a faster diagnosis of the issue, and resolve the issue with fewer emails and less downtime.
Let’s work smarter, not harder. A clear ticket leads to a quicker resolution. If all else fails and you’re unable to create a ticket, call the Help Desk phone line at 317-608-6543.