Helpdesk ticket do's and don'ts.

Owned by Former user (Deleted)
Last updated: 28-Nov-17
1 min read

DO -

  • Add a clear and concise title.
  • Be thorough in your description, if you saw an error.. what did the error say? What were you doing at the time? Can it be recreated? if so, what steps did you follow? 
  • Add full customer details if applicable 
  • Add screen shots if you need to, if you don't know how to do this, ask a member of IT. 
  • Make a note of the JIRA number so you can reference this and add comments if you need to. 
  • Be patient, we are very busy and can't always get to a ticket straight away, if it's really important or causing a lot of issues and you've not received any updates via email through JIRA, pop a comment on the JIRA asking if there's an update, but we will try to keep you informed. 
  • Add your name to the JIRA - especially if you use a shared JIRA user. 

 

Don't - 

  • Set a priority unless told to by a member of IT, this is so we can prioritise it among our other workload
  • Be vague, calling a ticket 'HD Ticket' is not helpful. Nor is saying things like 'Can't place order' - great, why?
  • Be rude or abrupt - yes the issue you are facing may be frustrating, but 9/10 times there is a workaround, be patient and be nice on your ticket, manners cost nothing.