Ask the right questions
Short, vague tickets leave out the one fact that matters. Ask where, when and who else, let the answer show the priority and the team, and close a ticket with a clear explanation.
Part of the path Help desk fundamentals (step 2 of 5), next: Reset passwords without getting fooled
What you will do
4 tasks1.Ask about the Wi-Fi
T-7001 only says "The Wi-Fi is awful today." Reply to Tom and ask where he is, whether anyone else has it too, and when it started.
2.Set the priority and team
Read Tom's answers.
3.Find out why the file is locked
T-7002 says only that the budget file will not open.
4.Pin down the slowdown
T-7003 says only "My computer is slow." Reply to Maria and ask what program is slow and when it started.