IT Support Ticket Types: A Comprehensive Guide

The average IT service desk fields dozens, if not hundreds, of support requests daily. A service desk software tool helps prioritize all that work and streamline IT operations. But you must properly configure your support ticket types to get the most benefit from the software. Without this crucial first step, tickets can get lost or routed to the wrong technician. This leads to missed work and unhappy co-workers. 

Whether you're implementing help desk software for the first time or you want to shape up IT support ticket categories, here is a complete guide to support ticket types. You'll learn about the different IT ticket types, how to effectively create a service desk ticket, and more.

Service desk software, also known as help desk software, describes a category of applications or platforms designed to manage an organization's IT services and other customer support functions. A service desk system serves as a central repository for support requests, with each request logged into a record known as a "ticket." Users will typically have the option to create a ticket via an online portal, although some systems can create tickets from email submissions. As the support process proceeds, IT staff logs communication with the requester in the ticket, along with a summary of completed work.

IT tickets are divided into different types based on the support needed. For instance, a malfunctioning laptop or mobile device calls for a problem ticket. Or a change request ticket is appropriate for an upgrade to a computer's operating system. IT staff depend on the timely filing and proper classification of IT tickets to prioritize the work they need to do.

There are four main support ticket types: service request tickets, incident tickets, problem tickets, and change request tickets. Here's a rundown of each type, along with some help desk ticket examples.

Service request tickets 

Service request tickets cover requests for general maintenance and common IT services. Some examples include password resets and requests for new hardware or software. When a user files a service request ticket, the service desk software might also point them to a knowledge base that offers help on common issues.

Incident tickets

Incident tickets are filed in response to unplanned interruptions to IT services. The end goal of incident tickets is to resolve the issue quickly and restore normal operations. An internet outage, an enterprise app crashing, or any other disruptions to routine IT services are typical cases for incident tickets.

Problem tickets

Problem tickets are a response to incident tickets. They're used to track the progress of finding the root cause of an incident. For instance, a problem ticket is an appropriate place to document the root cause analysis if an internet outage keeps recurring. Problem tickets are more often filed by IT staff rather than from direct requests by their co-workers.

Change request tickets

Change request tickets are for requests to modify or replace an IT service or product. If, for example, a WiFi router is suffering from poor reception in a given area, a user might file a change request to ask for a replacement. Or if an enterprise app is producing an unsatisfactory result, a change request is the appropriate way to ask for a resolution. A separate approval process may be required for requests requiring significant expense.

To create effective support tickets, keep two things in mind. First, consider the four main types and choose the right one for each issue. This ensures the work is routed to the correct technicians or system administrators, and it will help make activity reports more accurate. 

Next, prioritize your support tickets so that the most critical issues are addressed first. Most, if not all, support ticket systems allow end users and IT staff to mark reported issues as “high” or “low” priority and the like. That’s a good start, but be aware that end users tend to self-report every issue as a “high” or “urgent” priority. Ultimately, IT staff should have the final say on a ticket’s priority level.

Every IT worker must learn to prioritize their open support tickets so that the most pressing issues get addressed first. Here are five tips on how to best prioritize support tickets:

• Sort by ticket type: Service request tickets and incident tickets are customer-facing issues and should always take top priority. In particular, incident tickets marked as "high" or "urgent" priority should take precedence over other open issues.

• Consider the affected users: Even though a single user reported a ticket, the issue may affect multiple users or even the whole company. Consider an issue's impact when prioritizing.

• Categorize tickets: Most help desk software allows for ticket categories beyond the standard IT ticket types. For instance, a "mobile device" category could cover all tickets regarding cell phones and tablets. Grouping by category helps consolidate work of a similar nature and identify support trends.

• Check for duplicates: Grouping by IT support ticket categories also helps to spot duplicate issues. This can happen when multiple users report a service outage or a disruption of a shared service. Filtering duplicates ensures IT resources are better allocated without overlap.

• Communicate updates: Clear communication is important for the end user and for fellow IT workers. Tickets often serve as a knowledge base for solving issues, so thoroughly document all steps taken in resolving a ticket.

Once you have responded to a service desk ticket and fixed the issue, it's time to work toward a final resolution. Don't close the ticket until the user who reported the issue has verified that all is well on their end. Closing tickets too early can only lead to unsatisfied users and new tickets for the same issue.

Some support ticket systems even offer a "soft close" feature, which gives the reporting user a few days to confirm that the issue is resolved before the ticket is finally closed. The ticket will automatically close if there is no response after those few days.

Post-support surveys are another feature of some ticket systems. These brief online questionnaires help ensure that a service desk ticket is adequately resolved and can be closed.

A strong support ticket system is the backbone of any IT group. These systems categorize and prioritize IT work and help achieve proper resolutions. To learn more about support ticket systems, check out some of our other resources:

• Best Ticketing Software

• Best Help Desk Software

• Best IT Service Software