What to include when you log a support ticket
A ticket with the right detail is usually resolved on the first response instead of after three rounds of questions. Here is exactly what we need and why.
Step-by-step troubleshooting
- 1
Say who you are and how to reach you
Your name, best contact number and the site you are at. If you are working from home or travelling, say so — it changes how we connect to you.
- 2
Name the device
The computer name or asset tag, and the printer or phone if relevant. It lets us connect to the right machine straight away.
- 3
Describe exactly what you did
The steps that lead to the problem, in order. 'Opened Outlook, clicked Send, got an error' is far more useful than 'email is broken'.
- 4
Include the full error message
Copy the wording, or better, take a screenshot. Press Windows key + Shift + S on Windows or Shift + Command + 4 on a Mac, and paste it into the ticket.
- 5
Say when it started and whether it is constant
First noticed today or last week? Every time or now and then? Anything that changed just before — an update, a move, a new device, a power outage?
- 6
Tell us the impact
How many people are affected and whether you can still work. That is what sets priority, so please be direct about it.
Contact us straight away if…
- The issue stops you or your team working entirely — phone us as well as logging it.
- There is a security concern of any kind.
- A deadline today depends on it.
Include this in your ticket
- Name, contact number and location
- Device name or asset tag
- Screenshot of the error
- Start time, frequency and number of people affected
Still stuck? We'll take it from here
Log a ticket with what you already tried and our Australian help desk will pick it up. Anything urgent, phone 1300 904 635.
Related guides
Working with the help desk
What counts as urgent, and how to escalate
Phone us immediately
Devices
Your computer is very slow
15 minutes