Efficiently addressing IT issues in an educational setting relies on clear communication. Submitting a well-crafted IT ticket ensures that your problem gets resolved quickly and minimizes unnecessary back-and-forth. Here’s how you can submit a good-quality IT ticket at your school.

1. Understand the Issue

Before submitting a ticket, take a moment to analyze the problem. Ask yourself:

• What is not working?
• When did the issue start?
• Is this problem affecting only me, or are others experiencing it as well?
• Have I tried any troubleshooting steps?
• If so, what have you tried?

2. Gather Relevant Details

Providing specific and accurate details helps the IT team diagnose and resolve the issue more effectively. Include:

• Device Information: Mention the type of device (e.g., laptop, desktop, tablet) and its model if known.
• Location: Specify where the issue is occurring, such as “Home Wi-Fi network” or “Virtual Classroom platform.”
• Software/Platform Details: If the issue involves software, include the name and version (e.g., “Microsoft Word 2021” or “Google Chrome version 95”).
• Error Messages: Copy or screenshot any error messages you see.

3. Be Clear and Concise

Use simple, direct language to describe the problem. For example:

• Poor: “My login doesn’t work.”
• Better: “I am having trouble logging into Populi. It is giving me an error that says my authenticator code needs set up.”

4. Include Screenshots or Videos

Whenever possible, attach screenshots, screen recordings, or photos to illustrate the issue. Highlight specific areas in the image if needed.

5. Specify Urgency

Indicate how urgent the issue is, but avoid exaggeration. Use terms like:

• Low Priority: Minor inconvenience, doesn’t impact workflow (e.g., “Chat messages in Populi are delayed by a few seconds”).
• Medium Priority: Some impact on work, but there’s a workaround (e.g., “Unable to upload assignments to the admissions portal, but can email them as a backup”).
• High Priority: Severe impact, no workaround (e.g., “Cannot join the live class due to a system error”).

6. Enter Your Name and Contact Information

At the beginning of your ticket, make sure to include:

• Your full name
• Your role (e.g., teacher, student, administrator)
• The best phone number and time to reach you, this ensures the IT team can follow up with you promptly for clarification or updates.

7. Avoid Technical Jargon (If Uncertain)

If you’re not sure about technical terms, describe the issue in plain language. IT professionals are trained to interpret non-technical descriptions.

8. Follow Up Responsibly

If you haven’t received an update within a reasonable time, politely follow up using the same email. Reference your ticket number (if available) for easier tracking.

Sample IT Ticket

Subject: Unable to Join Zoom Class

Description: I am unable to join my online class on Zoom. The issue started this morning (Jan 10, 2025). I have tried restarting my laptop and reinstalling Zoom, but the problem persists. When I click on the meeting link, I see an error that says, “Unable to connect to the server.”

Device/Software Details:

• Laptop: MacBook Air 2020, macOS Monterey 12.6
• Software: Zoom version 5.13.0

Attachments:

• Screenshot of the

Priority: High – I have an important exam review session scheduled this afternoon.

By following these steps, you can create IT tickets that are clear, actionable, and help your school’s IT team resolve issues efficiently. A little effort on your part can save time and ensure your technology runs smoothly!