How to Create a Ticket

Objective: This knowledge base article is aimed to assist end users in effectively prioritizing their ticket submissions to ensure that critical issues are attended to in a timely manner.

Key Benefits:

Faster resolution of critical issues
Improved communication with the support team
Better understanding of the ticketing process

Step 1: Understand Priority Levels

Before submitting a ticket, familiarize yourself with the commonly used priority levels:

Critical: Issues that severely affect your ability to work or carry out crucial tasks.
High: Significant issues that have a strong impact but have a workaround.
Medium: Issues that have a moderate impact and can wait for a resolution.
Low: Minor issues or general inquiries that don’t require immediate attention.

Step 2: Evaluate the Impact and Urgency

Impact: Determine how many people are affected by the issue and to what extent it hampers the ability to work.
Urgency: Determine how quickly the issue needs to be resolved.

Step 3: Provide Detailed Information

When submitting a ticket:

Clearly describe the issue.
Specify the number of affected users if applicable.
Mention any deadlines or time-sensitive matters.
Attach screenshots, error messages, or any other relevant information.

Step 4: Choose the Correct Priority Level

Based on the evaluation in steps 1 and 2, select the appropriate priority level for your ticket. If in doubt, provide as much information as possible and let the support team help in prioritizing it.

Step 5: Be Available for Follow-Up

Stay available for any follow-up questions from the support team.
Provide additional information if requested.
Inform the support team once the issue is resolved to your satisfaction.

Step 6: Provide Feedback

Once your ticket is resolved, provide feedback on the resolution process. Your feedback helps in improving the overall support process.

By following these steps, you can contribute to a smoother ticketing process, ensuring that critical issues get resolved quickly and effectively.