It’s tempting, in the heat of the typical support technician’s day, to enter minimal information in service tickets to speed resolution. After all, closing tickets quickly is the goal, right? However, the opposite is true. It’s important to take a little time to compose and update tickets properly.

In this TechRepublic Premium guide, created by Erik Eckel, technicians can learn how to properly structure service tickets, gain appreciative customers and end users, and improve customer satisfaction (or CSAT) scores.

Featured text from the guide:

SUMMARY LINES

Don’t skimp on ticket summary lines. “Sales director needs assistance accessing Salesforce remotely” is much more targeted and specific in describing the service need than “User cannot access app.”

Try entering summaries as a brief but complete sentence including a verb. You’d be surprised on the difference such basic structure makes. Just consider the difference between “Monitor error” and “Advertising coordinator’s Dell P2219H won’t display signal when connected to Latitude 3410.”

Boost end user satisfaction with our in-depth 10-page PDF. Previously priced at $39, this is now available for download at just $9. Alternatively, enjoy complimentary access with a Premium annual subscription. Click here to find out more.

TIME SAVED: Crafting this content required 20 hours of dedicated writing, editing and research.