Common help desk ticket examples

Most modern organizations strive to provide their customers with a plethora of self-help resources to assist in resolving their issues autonomously. Still, it’s inevitable that some of these individuals will require live guidance from a support agent at one point or another throughout their journey with a brand. For these instances, help desk ticketing software offers a unified platform where users know they can go to seek help with technical problems, customer service issues, or general questions about products, services, or policies.

These systems can be leveraged to prioritize, assign, and resolve issues based on their urgency and impact, verifying that critical problems are addressed first, while still ensuring that routine requests don’t slip through the cracks.

Today, we’ll take a look at what help desk tickets are, the benefits they can provide, and the issues that are most commonly resolved through the use of help desk technology.

What is a help desk ticket?

A help desk ticket is a formalized way for users to report issues or seek assistance from an IT support team or customer service department. Ticketing systems serve as a central point of contact between users and support staff, ensuring that all requests are tracked and resolved efficiently. Each ticket typically contains essential information such as the user's contact details, a description of the request, and any relevant attachments that can aid in the resolution process.

Why are help desk tickets important?

With help desk tickets, users enjoy a standardized method through which to report issues and request services, while they also assist support teams in systematically managing their workload. By employing a centralized system to track all incoming requests, teams can allocate resources more effectively, verifying that urgent issues are addressed promptly, while routine requests are still handled in a timely manner as well.

Another key draw of help desk tickets lies in their ability to improve communication. Each ticket acts as a documented record of interactions between end users and the support team, ensuring transparency in their practices. Users also receive real-time updates on the status of their requests, keeping them informed throughout the resolution process. On the support side, tickets can be assigned to specific personnel, creating clear responsibility for resolving specific issues.

Studies show that 60% of businesses deemed ‘high-growth’ leverage a help desk to assist in serving their customers, while only around 30% of low-growth teams do so. This suggests that a potential risk of neglecting to implement a help desk ticketing system is business stagnation, which can result in an organization falling behind competitors in the market.

Benefits of help desk ticket

By providing a unified platform through which end users can submit requests and support staff can collaborate and resolve issues, help desk ticketing systems assist in streamlining processes and promoting transparency. This centralization generally facilitates improved experiences for customers and employees alike, supporting well-rounded exchanges that leave all parties satisfied.

Streamlined customer support

When customers submit a help desk ticket, the system captures all relevant information, ensuring that nothing is overlooked. This provides support teams with a clear overview of all pending issues, enabling them to prioritize tasks based on urgency and complexity. By organizing tickets in this manner, teams can handle multiple requests efficiently, verifying that individuals receive timely and consistent responses.

Improved communication 

Once a ticket is submitted, help desks automatically acknowledge receipt and provide an estimated timeline for resolution. This immediate feedback reassures users that their issue is being addressed and keeps them informed about what to expect. Throughout the lifecycle of the ticket, the software can send updates whenever there’s a change in status, such as when the issue is being investigated and when it has been resolved. 

Internally, support agents can log all notes and actions taken within the ticket, creating a comprehensive record that can be accessed by any team member. This ensures that any customer service representative can pick up where another left off without requiring the customer to repeat information. It also facilitates enhanced collaboration among staff, as they can easily share insights directly within the ticketing platform.

Better customer / agent experience

Help desk tickets serve to improve both customer and employee experiences by promoting efficiency, clarity, and accountability throughout interactions.

End users benefit from timely and transparent communication, building trust and confidence in the support process. Employees, on the other hand, enjoy a more manageable and less stressful workflow, as they have a clear system to track and address issues. This dual improvement leads to a more positive relationship between customers and support teams, ultimately contributing to satisfactory experiences for both sides from beginning to end.

On average, customers report a satisfaction rate of 83% when utilizing help desk support, which falls toward the high-end of what is generally considered a ‘good’ score.

12 common help desk ticket examples

Help desk agents deal with a wide variety of customers on a day-to-day basis, all with varying levels of technical proficiency. This means that while they may sometimes be tasked with resolving complex technical problems, like hardware malfunctions or application errors, they’ll also often find themselves assisting with more simplistic issues, such as password resets and subscription management.

Some of the most common help desk tickets that representatives might experience include:

1. Password resets

When a customer is unable to independently reset their account password, they typically access a designated support portal, where they’ll find an option to submit a new ticket. They’ll then select the appropriate category, such as ‘Account Issues’ or ‘Password Reset,’ to ensure their request is routed to the correct support team.

Once the ticket is submitted, it’s assigned a unique identifier and queued for review by a support agent. The representative then reviews the ticket details to verify the customer’s identity and understand the issue. If the provided information is sufficient, the agent proceeds with the password reset process, which might involve generating a temporary password or sending a reset link via email.

You may be surprised to learn that 34% of internet users reset their passwords monthly. If even a fraction of these individuals need to create a support ticket to assist with these efforts, password-related requests can wind up being a substantial part of help desk agents’ workloads.

2. Software errors

In filling out a ticket for a software error, the customer begins by describing the issue in detail. This includes specifics like when the error occurred, any error messages displayed, and the steps taken leading up to the problem. A support agent reviews the ticket, acknowledging receipt and possibly communicating with the customer further to clarify details as needed.

The support representative works to diagnose the error, potentially replicating the issue in a controlled environment if necessary. Once the cause is identified, the agent formulates a solution or workaround, which may require providing instructions for the customer to implement, applying a patch or update, or recommending a configuration change. Once the user confirms the solution works as expected, the ticket is closed with a summary of the resolution steps taken.

3. Performance issues

For performance issues, a user typically logs into the support interface and initiates a new ticket, likely selecting the ‘Performance Issues’ or ‘Slow System Response’ category. The request then enters the queue for review by a support agent specializing in performance troubleshooting. Using diagnostic tools or remote access capabilities, the representative can analyze performance metrics to identify potential bottlenecks or areas of concern.

For instance, suppose a customer notices significant lag while using a software application critical for their daily tasks. In the ticket description, they include specific details such as when the issue started occurring and any error messages displayed. A support agent reviews the individual’s ticket, investigates the issue, and identifies that the problem stems from increased server load during peak usage hours. The representative then optimizes server configurations and applies performance tweaks, notifying the user of the resolution.

4. Bug reports

In a ticket description that’s reporting a bug, customers will typically describe the issue in great detail, including specific steps to reproduce the issue and the expected behavior versus actual behavior. Attaching screenshots or videos demonstrating the bug can provide additional clarity as well. This comprehensive information helps the support team understand the nature and severity of the bug, facilitating a quicker resolution.

For example, imagine an individual who logs into a mobile banking app, but encounters an error when attempting to transfer funds between accounts. They navigate to the app's support section, select ‘Report a Bug,’ and describe the issue: "When I try to transfer funds from my savings to my checking account, the app displays an error message 'Transaction Failed.' This happens consistently, and I've tried restarting the app with no success." 

A support agent then reviews the ticket, looks into the problem, and notices a software glitch causing the transaction failure. The rep updates the customer on the bug's status, ensuring them that the issue is resolved and they can continue to use the app without interruption.

5. Data loss

When facing an issue with data loss, a help desk ticket serves as a critical tool for customers to seek assistance. Here, they would select a relevant category such as ‘Data Loss’ or 'Data Recovery' to ensure their request is routed to the appropriate support team. In the ticket description, the customer outlines the specifics of the data loss incident, including details such as when and how the data was lost and the importance of the lost data to their operations.

The ticket then enters the support queue where a support agent reviews the details provided. They then initiate troubleshooting steps or data recovery procedures based on the nature of the issue. This could involve accessing backups, performing data restores, or utilizing specialized recovery tools depending on the company's data management protocols.

6. Subscription management

In a help desk ticketing system’s prioritization hierarchy, subscription management requests generally fall under the medium- or low-priority category. This means that while they still deserve sufficient attention, they should be addressed after critical issues like system failures and security threats.

For these tickets, customers usually outline the specific actions they wish to take in the description, such as upgrading/downgrading their plan, updating payment information, or canceling their subscription.

After the request has been received, a support rep may need to verify the individual’s identity for security purposes before proceeding with any actions. Depending on the nature of the ticket, the agent can then initiate the necessary modifications to the subscription plan. This might involve adjusting payment cycles, applying discounts, or addressing any billing discrepancies.

7. Connection issues

When a ticket referencing connectivity issues is submitted, a technician will review the ticket to gather more context, potentially reaching out to the customer for additional information if needed. They may suggest initial troubleshooting steps, such as rebooting devices, checking cables, or running diagnostic tests remotely.

If these initial steps don’t resolve the problem, more advanced troubleshooting may be required, potentially involving on-site visits or coordination with third-party service providers. For instance, a technician may be sent out to a location with relevant tools and replacement equipment, coordinating directly with the customer to locate and diagnose the specific problem on-site. After fixing the issue, the technician updates the ticket with detailed resolution steps and confirms with the customer that the connectivity problem has been resolved satisfactorily.

8. Mobile device problems

For addressing mobile device issues, support reps may begin by contacting the customer to first perform initial troubleshooting remotely. This could involve guiding the individual through steps like restarting the device, checking settings, or reinstalling applications to attempt to resolve the issue without requiring an on-location visit.

If remote troubleshooting doesn’t resolve the issue, the support agent may escalate the ticket to a higher level of technical expertise or arrange for an in-person visit. Throughout this process, the ticket serves as a central record of all actions taken and resolutions proposed. Once the issue is successfully resolved, the support team verifies that the customer’s device is in proper working order before closing the ticket.

9. Security concerns

Security issues are generally categorized as high-priority tickets, and thus require immediate attention from top-level support agents. When such a ticket is raised, typically indicating a potential vulnerability or suspicious activity, the system immediately flags it for rapid response by specialized security personnel. The ticket might include detailed information such as the affected systems or any initial alerts triggered.

Actions taken are then meticulously documented within the ticket to ensure an auditable trail of all response efforts. Regular updates with stakeholders, including impacted users or management, further ensure that the resolution process remains transparent throughout, culminating in the closure of the ticket once the security issue is effectively addressed.

10. Application errors

Consider a customer who submits a help desk ticket reporting frequent crashes of a video editing software. The ticket includes details such as the error messages encountered, the specific actions taken before each crash, and the hardware specifications of their computer. Upon receiving the ticket, a support agent reviews the information provided to better understand the nature of the issue.

If initial troubleshooting doesn’t suffice, the support rep escalates the ticket to the software development team for further investigation. The development team analyzes crash logs and error reports to identify the root cause of the issue, which could range from a software bug to conflicts with other configurations. Once the cause is pinpointed, developers work on a patch or update to address the issue. 

11. Hardware malfunctions

Addressing a hardware malfunction typically necessitates a more involved approach, as these tickets deal with physical components that are often more difficult to diagnose remotely. Still, upon receiving these requests, support agents should attempt to assess the severity of the issue remotely first if possible. This could involve guiding the customer through diagnostic procedures or accessing their device to check for software-related issues that might mimic hardware problems. 

If on-location support is indeed required, a technician will travel to the site, prepared with diagnostic tools and preliminary information from the ticket. Once the malfunction is addressed – whether through repairs, replacements, or adjustments – the request is updated with comprehensive notes on the diagnosis and repair steps taken before closing the ticket. 

12. Email-related problems

When dealing with email-related issues, a user might submit a ticket reporting that they’re unable to send messages from their corporate account. The ticket could include details such as any recent changes to the individual’s email settings or specifics about the web interface they’re using.

Here, support representatives may initially attempt remote troubleshooting by verifying server settings, checking for any temporary service disruptions, or confirming email client configurations. If the problem appears to be server-side, the agent typically escalates the ticket to the email server administrators or the IT department responsible for email services.

For example, let's say a support rep identifies that a customer's outgoing mail server settings are incorrect. The agent contacts the individual to guide them through updating their email client settings to ensure they align with the current server requirements. If the issue persists despite correct settings, the representative would escalate further, possibly collaborating with network administrators to resolve any underlying infrastructure issues affecting email transmission.

Choosing the right help desk ticket software for your business

When choosing a ticketing software, begin by identifying the key features and functionalities that are vital for your operations. For instance, consider whether you need multi-channel support (email, chat, phone), automation capabilities, or integration with other business tools (CRM, project management software, etc.). Understanding these requirements will help you narrow down your options and focus on solutions that align with your business goals.

Next, evaluate the user experience (UX) for both your support team and customers. An intuitive interface is essential to ensure that your agents can efficiently navigate the system and manage tickets. For customers, the submission process should be straightforward, with clear communication and status updates. 

Finally, consider the cost and vendor support associated with the help desk ticketing software. Evaluate the pricing models (subscription-based, per-user, tiered features) to determine what fits within your budget while still offering the necessary features. Additionally, look into the vendor's reputation for customer service, including responsiveness and the quality of their support services. Choosing a reputable provider with a strong track record ensures that you’ll have the assistance needed to maximize the software's benefits.

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