How to Submit a Great Helpdesk Ticket

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Sandro Munoz
, created
Last updated: Mar 03, 2023
3 min read

A helpdesk support (or helpdesk ticket) request is really just an email you send asking for help with a problem you're having. The trick to a good support request is including specific and detailed information about your problem.

Send your ticket to the right place

If you are in Student Housing and Dining Services, your tickets should be sent to SH-MB-Help desk. While Campus IT may handle some tickets, they should come to CSG's (computer service group) helpdesk first. If your ticket should be handled by Campus IT, we'll send it to them.

Include a clear, descriptive subject line

Imagine you take your car to get serviced and you tell the mechanic, "My car isn't working." As you can imagine, the mechanic will ask you to be more specific and to describe the symptoms you're seeing, so they have an idea of where to start looking. The subject of your email should do the same. It should state the specific request or problem you're having.

These are examples of helpful and descriptive subject lines

  • Cannot log in to computer SH-DSD-008. Says account is locked.

  • Projector closest to podium in Scrub Oak is blurry.

  • Website X is loading very slowly since yesterday, but others are loading normally.

  • Please remove me from distribution group X.

  • I need a loaner laptop from Wednesday morning until Thursday morning.

 

Here are examples of vague subjects that don't really explain the problem or request:

  • Help! Computer problem.

  • Projector not working

  • Website down

  • FW: Packages delivered (emails should never be forwarded without first changing the subject to describe your problem or request)

  • Need a laptop

Include a concise description with the right details

The body of your email is where you put in the relevant details that describe the problem, i.e., when the problem started, who it's affecting, and anything you've done to try and resolve the issue, like rebooting the computer. If you have a time-sensitive request, let us know when its due, or other important details that will help us complete your request.

Include screenshots

Screenshots are incredibly helpful and can make describing a problem much, much easier. Any time you get an error message, you should include it in a screen capture. Also include screenshot of information that has a lot of formatting or that's too long to type out. Many times, we can figure out the problem just by looking at a screenshot of an error.

Don't know how to take a screenshot? Take a look at this article from Microsoft: Use Snipping Tool to capture screenshots.

Remove your signature from your support request

Does Outlook automatically insert a signature for you when you send mail? If so, remove the signature when sending a support request to the helpdesk. This is especially helpful if your signature contains images, formatted text, or links. We don't need the signature to know who you are and it makes reading tickets much easier for us.

Basic troubleshooting

While troubleshooting problems is something the helpdesk does to try and resolve issues, there is some troubleshooting you can do too! Sometimes this can solve the problem without even having to submit a support request. Have you:

  • Restarted your computer/printer/phone?

  • Checked to make sure your computer or device is properly plugged in?

  • Checked to make sure the printer tray has paper?

  • Changed the battery in your wireless keyboard or mouse?

Sometimes that's all it takes to solve a problem.

What it looks like in the end

Here’s a final example of what a great helpdesk support request looks like.

  1. The request is sent to the right address: SH-MB-Help desk

  2. The subject line is descriptive and provides necessary information.

  3. A screenshot is included, illustrating the error message.

  4. The body describes the issue in greater detail and describes some basic troubleshooting already done.

  5. There’s no email signature.

With all of this information, the helpdesk can directly proceed to work on this issue.

Use an Outlook Quick Step to simplify this process. Read all about Quick Steps here: How to Create an Outlook Quick Step.

Should you email the helpdesk or call?

Whenever possible, you should submit a support request via email, so it gets logged into our ticketing system. This lets you be as detailed as possible and include screenshots.

You should call the helpdesk when you're not able to submit a ticket via email or when the issue is urgent. Urgent tickets are those where you're not able to do any work, where multiple people are affected, or where there is a potential of damage to equipment.