How to Submit an Effective Technology Support Ticket

How to Submit an Effective Technology Support Ticket

When you encounter a technology problem, submitting a clear and detailed support ticket is the fastest way to get the help you need. Instead of just saying "I need help," tell us about the problem so we can understand it and work towards a solution efficiently.

Follow these steps to create a helpful support ticket:

1. Access the Support Portal/System:

   • Just typing in: gmrsd.freshdesk.com on the URL will bring you directly to our HelpDesk
     • Log in with Google
     • Start a new support ticket

2. Select the Correct Category (if applicable):

   • Many support systems allow you to categorize your issue (e.g., "Software Issue," "Hardware Problem," "Network Connectivity," "Account Access"). Choosing the right category helps route your ticket to the correct specialist.

3. Provide a Clear and Concise Subject Line:

   • The subject line should give a quick summary of the problem.
   • Good examples:
     • "Cannot print to department printer"
     • "Unable to access shared drive X"
     • "My computer is running very slowly"
     • "Outlook keeps crashing"
     • "Need new mouse - current one broken"
   • Avoid:
     • "Help!"
     • "Problem"
     • "Computer issue"

4. Describe Your Problem in Detail:

   • This is the most crucial part! Imagine you're explaining the issue to someone who can't see your screen or isn't familiar with your daily tasks.
   • What to include:
     • What exactly is happening? (e.g., "When I try to open Excel, it closes immediately," or "My monitor is completely black.")
     • When did it start? (e.g., "This morning," "After the update yesterday," "It's been happening for two days.")
     • Where is it happening? (e.g., "On my desktop computer in my office," "On my laptop when I'm at home," "On the conference room projector.")
     • Who is affected? (e.g., "Just me," "Everyone in my department," "Only when I'm logged in as myself.")
     • What were you doing right before the problem occurred? (e.g., "I was trying to save a document," "I had just plugged in a USB drive," "I was opening a link in an email.")
     • What steps have you already taken to try and fix it? (e.g., "I've restarted my computer twice," "I checked the cables," "I tried a different web browser.")
     • Are there any error messages? If so, what do they say exactly? (Screenshots are incredibly helpful here!)
     • What is the impact of this problem? (e.g., "I cannot do any work," "I can't access important files," "It's slowing down my productivity significantly.")

5. Attach Screenshots or Photos (Highly Recommended):

   • A picture is worth a thousand words! If you see an error message, a blank screen, or something unexpected, take a screenshot or photo with your phone and attach it to your ticket.
   • [Include brief instructions on how to take screenshots for common OS if your users might need it. Examples:]
     • Windows: Use the Snipping Tool (search for it in the Start menu) or press Windows key + Shift + S.
     • macOS: Press Command (⌘) + Shift + 3 for a full screenshot, or Command (⌘) + Shift + 4 to select an area.

6. Provide Your Contact Information:

   • Make sure your name, department, and best contact method (phone number, email) are accurate in case we need to reach you for more information or to provide an update.

7. Submit Your Ticket:

   • Click the "Submit," "Create Ticket," or "Send" button. You should receive a confirmation that your ticket has been received, often with a ticket number.

Example of a Good Ticket Description:

Subject: Cannot access shared drive for "Projects"

Description: "Since this morning (June 13th), I have been unable to access the 'Projects' shared drive (P: drive). When I try to open it from 'This PC,' I get an error message that says: 'P:\ is not accessible. An unexpected error has occurred.' I have attached a screenshot of the error.

I was working on a document on the P: drive yesterday afternoon without any issues. I've restarted my computer twice already. My colleagues in the marketing department can still access it. This is preventing me from accessing important client files and will significantly impact my ability to complete my work today."

By providing us with detailed information, you help us diagnose and resolve your technical issues much faster! Thank you for your cooperation.