Troubleshoot a user's problem
Work a ticket the way an agent does: ask the right questions before you change anything, find the cause, fix it, write it down and close it, and know when a request needs a manager's approval.
Part of the path Help desk fundamentals (step 4 of 5), next: Write replies and escalations that work
Part of the path Troubleshooting (step 1 of 7), next: Troubleshoot: sending from the shared Sales mailbox fails
What you will do
4 tasks1.Ask before you act
T-3001 says only that the Sales Forecast folder will not open.
2.Fix the access
Read what Tom said.
3.Write it down and close it
Add an internal note that says what the cause was and what you changed, so the next person to see this ticket knows.
4.Say no, with a reason
T-3002 is Alex Novak asking for Finance-Share, a restricted group.