The perfect support ticket
IT issues are frustrating, we understand, that is why we want to be able to resolve your troubles as quickly as possible.
The quickest way to raise a support issue with us is to email helpdesk@itcweb.co.uk with details of your problem. If you cannot email (due to email or internet connectivity etc) then you can call 023 8024 9820 and we will raise the ticket for you.
However, we want to be able to resolve your support issues as quickly as possible.
Support ticket templates
We have created a very simple template that you can use to email us. You can also find links below to creating reusable templates in Gmail and Outlook.
Basic template
Device or service being affected (e.g D-AAA-01):
Members of staff being impacted:
When the issue started:
Error messages:
Recurring issue: Yes / No
Other details:
Example of a bad ticket:
SUBJECT: Printer not working
Printer isn’t printing, please fix it.
Thanks Joe
Example of a good ticket:
Subject: HP Color Printer M553x wont print
The office printer (HP Color Printer M553x) has not been printing. The last thing printed was 16:30 on Tuesday.
None of the connected PCs in the office are able to print. There is an error message saying “M553x sgoahgwsfnawo//”
I think we had this issue a few months ago
Many thanks
Joe Bloggs
Blogg’s Blogs Ltd
01111 111 111
Why is this a good ticket?
The above example is a good ticket because it includes all of the key information about the issue. Device, error, when it was last working, if the issue is recurring, personal details.
If you include all of these details we will be able to resolve your issue much faster.
You can also call us and we will create the support ticket for you, but please be aware that this does extend the ticket triage and resolution process.
