sysop@hub:~/tools/helpdesk-top-tickets$
helpdesk-top-tickets
Twenty requests make up most of a helpdesk's day. For each one: what to ask before you touch anything, what solves it in most cases, and when it stops being a first-level ticket. Useful as a script for new colleagues and as a mirror for old hands.
Three habits that beat any script
- Ask before you fix. Who is affected, since when, what changed, what is the exact message. Two minutes of questions save twenty of guessing.
- Write down what you did. The next person to get the ticket, often you, starts from your note instead of from zero.
- Verify the caller when the request gives access. Password resets, MFA changes and new permissions are what attackers ask the helpdesk for.
Written for a Windows and Microsoft 365 office with some Macs and phones. Your own rules on verification, software approval and data access come first. Related: troubleshooting wizards, stop code lookup, the Windows PC is slow, first 30 days as the new admin.