IT basics
Why IT asks you to submit a ticket
Sending a quick text or catching someone in the hall feels faster than a ticket. It usually is not.
1 min readExplainer
The short version
A ticket can feel like paperwork. It is how your request gets tracked, assigned, remembered and solved, even when the person you would have called is out.
What a ticket does
- Nothing gets lost. A text to one technician depends on that person remembering. A ticket is visible to the whole team.
- The right person gets it. Requests go to whoever is best placed to help, and someone else can pick it up if they are out.
- You can see progress without having to chase.
- History builds up. If the same problem comes back, the notes from last time are right there.
- Patterns show. Ten tickets about the same printer tell IT to fix the printer, not just each request.
How to write a useful ticket
- What happened, in your own words.
- What you expected to happen.
- When it started, and whether anything changed around then.
- Who is affected: just you, your team or everyone.
- How urgent it is, and why.
- A screenshot of any error message.
When to call instead
For anything urgent, such as a suspected security problem, a system that has stopped the business or a locked-out account when you need to work, call. Then the ticket gets created for you.
Talk to us about your technology
Tell us what you run today and what is getting in the way. We will get back to you about how we can help.