# Writing a Good Technical Support Ticket
## **Welcome to the TECHit Help Desk!**
**We are dedicated to supporting you in your day-to-day work.** Whether you're experiencing issues with printing, log-in problems, or connectivity challenges, we're here to assist you promptly. To streamline the support process and ensure faster resolution, follow these tips when submitting a help ticket.
## **1. Write a Descriptive Summary**
- Use a clear and specific subject line or summary in your email or web form.
- **Example 1:**
- š Cannot log in to the computer. Says account is locked.
- **Example 2:**
- ā Help, computer problem???
**Why Descriptive Summaries Matter:**
- Enables quicker routing of the ticket to the appropriate team.
- Avoids the need to open the ticket to understand the issue.
**More Examples:**
- š¢ Speakers are not working in Quintarelli
- āļø Phone is not working in conference room XYZ
- š Cannot log in to Microsoft Office. It says incorrect username & password.
- šļø Cannot access Janeās calendar today. It worked yesterday.
- š Website X is loading very slowly. Others seem to work.
## **2. Put Details in the Details Section**
**In the body of the email or the details section of the web form, provide all relevant information:**
- What were you doing when the problem happened?
- When was the last time this worked (if ever)?
- Does this happen every time you do X?
- Specify the room name, computer, telephone, or other relevant details.
- When did you first notice this?
- What was supposed to happen but didnāt?
**Include Contact Information:**
- It's essential to include your email or phone number for easier communication.
## **3. Priority Level**
**Specify the urgency of the issue by indicating a priority level:**
- **Urgent: Business Halted (P1)**
- The situation results in a material adverse GMV (Gross Merchandise Value) impact to the retailerās business operations and no procedural workarounds exist.
- **High: Significant Business Impact (P2)**
- Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact on portions of the retailerās business operations, and no reasonable workaround exists.
- **Medium: Partial Business Impact (P3)**
- There is a partial, non-critical loss of use of the service with a medium-to-low impact on the retailerās business, but your business continues to function. (e.g., service is operational, and a workaround is available but not scalable).
- **Low: Non-critical (P4)**
- An error causing a slight inconvenience, general question on functionality, or a feature request.
## **4. Follow Up Effectively**
- You can also email us with the ticket number for updates.
- **Avoid creating a new ticket for updates,** as it may delay the resolution process.
**Example Follow-up:**
- ā "My ticket has been open for three days, and no one has contacted me yet."
**Why Follow-up Matters:**
- Provides an avenue for you to check the status.
- Reduces unnecessary workload for the support team.
**By adhering to these guidelines, you contribute to a more efficient support process, ensuring your issues are addressed promptly. Thank you for your cooperation!**