GOAL Help technicians reproduce the issue, find the right logs, and fix you faster—without extra back-and-forth. USE A CLEAR SUBJECT Bad: “Help” or “Computer” Good: “Outlook freezes when opening calendar on laptop WIN11-042” Include the application, symptom, and one identifier (device asset tag, office location, or error code). ONE ISSUE PER TICKET If you have two unrelated problems, open two tickets. Mixed topics get routed incorrectly and slow everyone down. IN THE DESCRIPTION, INCLUDE • What you were trying to do when it broke. • What you expected vs what actually happened. • When it started (first occurrence vs ongoing). • Scope: just you, your whole team, or everyone in the office? • Steps you already tried (restart, different browser, wired vs Wi-Fi). ATTACHMENTS THAT HELP Screenshots of the full error, export of a short log snippet if you know how, or a photo of a device label. Avoid huge attachments; crop to the relevant area. PRIORITY Reserve “urgent” for outages that block many users or revenue-critical work. Mis-prioritized tickets may be reclassified so the queue stays fair. FOLLOW-UP Reply on the same ticket thread so history stays in one place. If the issue returns after a fix, reopen or reference the original ticket number. STILL STUCK? Use “New ticket” from the portal and paste a link to any related prior ticket if you have one.