Support tickets are the backbone of IT help desks. They capture the user’s issue in a way that’s clear, trackable, and actionable. A well-written ticket saves time for both the user and the support team. In this article, we’ll walk through how to write a mock ticket for one of the most common issues: a password reset request.
Why Ticket Writing Matters
- Clarity – Makes sure the problem is well understood.
- Efficiency – Helps the support team respond faster.
- Documentation – Keeps a record of issues for auditing and training.
Example Ticket Format
Subject: Password Reset Request – Jane Doe
Category: Account Access → Password Reset
Description:
User reports being unable to log into their email account. User attempted password recovery via the self-service portal but did not receive the reset email. Needs password reset assistance to regain access to the account.
User Details:
- Name: Jane Doe
- Username: jdoe123
- Department: Sales
- Contact: jane.doe@example.com
Steps Already Taken:
- Attempted self-service reset
- Checked spam/junk folder
- Confirmed correct email on file
Priority: Medium (User can still work on local files but needs email access urgently)
Assigned To: IT Support – Level 1
Activity: Write Your Own Ticket
- Read up on a common issue (select something different from the example above)
- Draft a support ticket using the format above. Use an issue different from the example above.
- Include subject, description, steps already taken, and priority level.
How to Approach This Activity
The goal isn’t just to pick a random problem — it’s to think like IT support.
Select a real, common issue and briefly read up on it so you understand:
- what typically causes the problem
- what information matters when reporting it
- what basic troubleshooting steps are standard
By learning the issue first, you can write a clear, structured support ticket that includes the right details, avoids vague language, and reduces unnecessary back-and-forth.
This approach builds real-world skills in information gathering, prioritization, and professional communication, rather than simply filling out a form.
Reflection
- How does a structured ticket help the support team respond more effectively?
- What details would you include to avoid unnecessary back-and-forth with the user?
- How could you adjust the tone if the request came from a manager vs. a new employee?
By practicing ticket writing, you’ll not only learn how to record issues clearly but also how to think like IT support — balancing speed, accuracy, and professionalism.
RiseWithTech 
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