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Help Desk Ticket Tutorial Transcript

The document is a tutorial on how to properly fill out a Help Desk Ticket, detailing each section including ticket number, category, requester information, problem description, technician response, and resolution status. It emphasizes the importance of documenting troubleshooting steps for future reference and allows for the attachment of screenshots. The tutorial concludes by highlighting the need to assess the issue's importance and provide additional comments if necessary.

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8 views

Help Desk Ticket Tutorial Transcript

The document is a tutorial on how to properly fill out a Help Desk Ticket, detailing each section including ticket number, category, requester information, problem description, technician response, and resolution status. It emphasizes the importance of documenting troubleshooting steps for future reference and allows for the attachment of screenshots. The tutorial concludes by highlighting the need to assess the issue's importance and provide additional comments if necessary.

Uploaded by

ajibadeinioluwa5
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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IT 102 Help Desk Ticket Tutorial

Hello, everybody. I’m just going to quickly walk through this Help Desk Ticket so that you know how to
properly fill this out.

This is the ticket number. And, you can just put in whatever here. I put in 01 because it’s the first week
of assignments.

For [ticket] category, you have the option of software or hardware. I’m going to choose hardware issue.

This is the name of the person requesting the help. I put in Sally Richards here.

The department is the department that they work for, in this case the HR department. If you’re not
sure, you can simply put “unknown.”

The date and time of the request, there’s a drop-down here and you can just choose whatever date that
is. Usually, I just choose the current date and time.

The technician will be your name. This is the person who is filling out the Help Desk Ticket. This is your
name if you’re helping with this Help Desk Ticket.

The description of the problem is the best you can summarize what the problem is. So, I just put here,
“Sally called in and she can’t access Gmail. Her neighbor can, so she thinks it is a problem with her
computer only, or with her account.”

This is the technician response field. And, you want to delineate exactly the steps you took to
troubleshoot this issue. This is particularly helpful if you’re going to forward this Help Desk Ticket on to
another technician. Then they can have a record, and they can see what’s already been accomplished.
So, I just put some bullet points here of what I’ve already done to troubleshoot the issue: “First I
checked to make sure that Gmail was working for me, and it was. Next, I remotely logged into Sally’s
account and noticed she was entering in the wrong password.” A-ha! So, we solved the issue here.

Hours worked, I just put 15 minutes.

This field right here [pictures] is if you want to attach some screenshots that would help with the issue.
You can just click that button, and it pops open a window, and you can choose any file or screenshot to
attach to this Help Desk Ticket.

The importance is just up to you. You can choose how important you feel this issue is. Is it critical to the
mission? Is it just slowing down the user? Or, can you just schedule this whenever someone is able?

For the conclusion, this is just a status. So, have you resolved it? Is it pending or escalated? Or, is it
unresolved?

I’m going to say for this user, it was slowing the user down, and I’ve resolved it.

This last field is just for additional comments that are pertinent to the issue.

And, that’s about it!

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