Help Desk Ticket Template Free Download
What Is Help Desk?
Most things in life don’t function flawlessly in perpetuity, and the help desk’s purpose is to help fix any malfunction which may prevent an employee from performing their tasks. This extends to all functions of the workplace: hardware, furniture, A/C, software, etc. The help desk is staffed by professionals like help desk technicians in various fields and provides assistance in all the functions stated above.
Requesting Assistance
There are various communication methods to ask for assistance from the help desk (phone call, E-mail, face-to-face request), but the most popular method is by opening a ticket. This allows the request to be routed to the proper helpdesk employee, monitored by the supervisor, and gather statistics regarding volume, adherence to SLA’s (Service Level Agreements), etc.
Help Desk Ticket
To receive assistance, an employee must fill out a help desk ticket with all of the pertinent information. This ticket is then sent to the help desk and is routed to one specific help desk professional or help desk technician who will be in charge of it until it is resolved.
The Employee Is Required To Fill In A Few Fields Which Will Help In Classifying The Ticket –
Manage Tickets
- The type of problem (furniture, computer, phone, etc.).
- The description of the issue.
- The contact information (usually this is done automatically by the system).
- The physical location of the problem (usually this is done automatically by the system).
The Ticket Is Then Routed To The Help Desk, Who Will Fill In A Few More Fields?
- Ticket number (usually this is done automatically by the system).
- The name of the employee who is responsible for the ticket.
- The priority of resolving the issue, which is determined according to the problem, the employee's position, project, etc.
- The status of the issue: this is done throughout the lifecycle of the ticket.
- Any updates regarding the ticket’s progress or tracking helpdesk ticket.
IT Help Desk - Freeware Examples
|
Number |
Software |
Key Features |
|
1 |
Spiceworks |
· Free regardless of the number of helpdesk agents and users · It can be operated on mobile devices · Configures easily to Windows · Monitoring services |
|
2 |
Freshdesk |
· Allows easy customer prioritization according to set SLA’s · It can be operated in 33 different languages · It can be operated via mobile apps · Allows turning tickets into knowledge-based articles for future ticket resolving |
|
3 |
osTicket |
· Easy customization (logo, videos, images) of the tickets · Has space on all tickets to note the actions taken · Unlimited SLA agreements with clients |
|
4 |
OTRS |
· Auto search suggestion · It can be operated in 34 different languages · Helpdesk employees that are away can leave out-of-office notes · Prevents 2 helpdesk employees from simultaneously working on the same ticket |
|
5 |
Mantis Bug Tracker |
· Sets user access according to their position and project · Resolved issues tracker · Any notes are written on the ticket can be changed · Reporting graphs for ticket statistics |
Implement ISO Faster with a Complete Documentation System
ISO Toolkit for Your Standard
Pick your toolkit from 8 ready-to-use ISO toolkits available: ISO 27001, 9001, 14001, 45001, 22301, 20000, and 42001 (AI Governance).
✔ Complete ISO documentation framework
✔ Policies, procedures, templates, and records
✔ Risk management & internal audit templates
✔ Management Review and Nonconformance
✔ ISO Standard Mapped Implementation Plan
💡 All toolkits come with instant download, one-time payment, and unlimited email & chat support.
ISO PowerPack Bundle
Designed for teams, organizations, and consultants managing multiple ISO implementations across projects and clients.
✔ Unlimited internal and client use
✔ Deliver ISO services from day one
✔ Impress clients and auditors
✔ Skip months of document creation
✔ Grow your consulting business
💡All the benefits of our ISO toolkits combined in one powerful bundle — save over $1,000 compared to buying the toolkits individually.
