Support Ticket

Tickets are digital files that record issues and their resolutions for organizations to solve and document.

Support ticket software vary in use and functionality.

Contact

The user that is experiencing the issue

The piece of equipment that has the issue, whether it be a PC, server, printer, or other pieces of hardware. It should be listed in the organization's inventory list when selecting it on the ticketing software.

Summary

An incredibly basic, generic rundown of the issue. e.g. "The PC won't turn on."

Description

Just more information about the issue, things like fixes that were tried and didn't resolve the issue, steps that need to be taken.

Assigned To

The employee or support team that the ticket has been assigned to for them to work towards resolving.

CC Users: Fellow employees that are also allowed to work on the ticket alongside the primary worker that the ticket has been assigned to.

Due Date / Time

Pretty self explanatory.

Priority and Category

Attachments

Screenshots or images that help the individual working on the ticket to better understand the issue at hand.

Sub-tickets

Child tickets of the parent ticket that help employees organize internal tasks that lead to the resolution of a help ticket. Something like PC power supply was bad, need to purchase new one from vendor can be used as grounds to make a sub-ticket under a parent one.

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