A+ Academy

Help-desk ticket lab

Help-desk ticket lab

Turn 'PC broken' into a documented, prioritized incident.

Turn “PC broken” into a documented, prioritized incident with a first useful action — not a motherboard swap.

Incoming (untriaged)

From: mike@accounting · subject: pc broken

hey this is mike in accounting my pc is broken. the black one. it wont work. maybe motherboard? fix it before the audit. sent from my phone

That is a complaint, not a ticket. Identify the user, the asset, a category, a real severity, reproduction steps, and the first useful action.

Category

Severity

Empty is not a priority. Critical is “audit/work stopped,” not a synonym for frustrated.

0/20 characters minimum. “broken” is the complaint you started with — it is not a repro.

Next action

First useful action: gather information or isolate. Do not start with “replace motherboard.”