Easy tickets: simple and focused on users.
Introduction
A ticket is a formal record used to track the progress and resolution of an issue or request within
an organization. It serves as a communication bridge between users (the ones reporting a
problem or requesting a service) and the IT or support team responsible for handling it. Tickets
help ensure that no task goes unnoticed, and that there’s accountability, traceability, and structure
in how problems are resolved or services are delivered.
There are generally two main types of tickets: incident tickets and service request tickets. An
incident refers to an unexpected disruption or degradation of a service (e.g., “I can’t access my
email” or “The network is down”), while a service request is a planned ask for something new or
additional (e.g., “I need access to a specific folder” or “Please install new software on my PC”).
While both go through a similar process, they may differ in priority, urgency, and the steps taken
for resolution.
Step-by-Step Guide to Creating a Ticket
Whether you’re creating a ticket for yourself or on behalf of someone else, the general steps are
as follows:
1. Access the Ticketing System
Go to the designated ticketing platform used by your organization (examples:
ServiceNow, JIRA, Freshdesk, Zendesk, etc.). Usually, this can be accessed via a web
portal or integrated tool within your organization's intranet.
2. Log In with Your Credentials
Use your corporate username and password to log into the system. If you're a first-time
user, you might need to request access or create a profile.
3. Click on “Create New Ticket” or “Submit Request”
You will typically see options to either report an incident or submit a service request.
Choose the appropriate type based on your situation.
4. Fill Out the Ticket Form
• Title: Write a clear, concise title summarizing the issue or request (e.g., “VPN
Connection Not Working” or “Request for Adobe Acrobat Installation”).
• Description: Provide detailed information including what happened, when it
started, who is affected, any error messages, and what you’ve tried already (if
anything).
• Category: Select the appropriate category (e.g., Networking, Hardware,
Software, Access Management). This is important because it helps route the
ticket to the right team or analyst.
• Priority/Urgency: Choose the right priority based on impact and urgency. For
instance, if many users are affected and can’t work, it should be marked high
or critical.
• Attachments: Upload any screenshots, logs, or related files that could help
with troubleshooting.
5. Submit the Ticket
Once everything is filled out correctly, hit "Submit" or "Create". You should receive a
confirmation email with the ticket number for future reference.
Ticket Routing and Assignment
Once a ticket is submitted, the system either automatically assigns it or a service desk agent
manually routes it based on predefined rules. These rules are generally based on the ticket
category, location, priority, and sometimes even keywords in the description.
• Automatic Assignment: In modern systems with automation, once the category is
selected, the ticket is sent directly to the corresponding queue or analyst. For example,
tickets related to "Email issues" might go to the Messaging team, while "Access
Requests" go to the Identity and Access Management team.
• Manual Assignment: If no automation is in place, a support coordinator or front-line
service desk technician will triage the ticket and assign it to the appropriate analyst or
team.
Each analyst typically has expertise in a specific domain (e.g., network specialists, application
support, system admins), so the goal is to get the ticket in front of the right person as quickly as
possible.
Follow-Up and Resolution
Once assigned, the analyst reviews the ticket and begins the investigation or fulfillment process.
They may reach out to the requester for more information if needed. Communication happens
directly within the ticket thread to keep everything centralized. After resolution, the ticket is
updated with final notes, marked as resolved, and optionally closed by either the analyst or the
requester depending on internal policies.
If a user is not satisfied with the solution or the issue persists, the ticket can be reopened or
escalated to a higher level of support.
Best Practices
• Always choose the correct category—it speeds up the process and ensures the right team
sees your ticket.
• Be as detailed as possible in your description. The more context, the better.
• Don’t forget to attach files or screenshots if they help explain the issue.
• Keep an eye on ticket updates and reply promptly if the analyst needs more input.
• Use the ticket number in all communication—it helps track your case easily.
Conclusion
Creating and managing tickets is a vital part of maintaining smooth operations in any
organization. By properly logging incidents and service requests and ensuring they’re
categorized correctly, we can make sure they’re resolved efficiently by the right people. A well-
organized ticketing system not only helps IT teams stay on top of their workload, but also
ensures users get timely and effective support. Following this process helps maintain clarity,
accountability, and service quality across the board.
