Outsourcing your IT support team is an excellent idea if you need more help than you can currently afford. However, supplementing your in-house IT support team with ours is also a viable option to help you cover more ground. This means you need to show your in-house experts how to handle IT support tickets just as well as our professionals.
| “Our goal is for our support staff to become like additional team members at your business. Part of that goal is ensuring everyone follows consistent processes. That is not to say that your staff aren’t talented, it’s to say that we all must work together to meet expectations.” – Adam Radulovic, CEO of XL.net |
You don’t want your users to experience uneven service. When you co-manage your IT support with us, you want to ensure that everyone connected to your network has a consistent experience, regardless of who they contact.
To help you maintain consistency, our team has put together this guide. We will show you how to train your IT support agents to deliver the same level of service that your users would receive if they contacted someone from our team.
What Are Some of The Most Common Trouble Tickets in IT Support?
A trouble ticket is a record created to document and manage a user’s request for technical help. IT support teams use it to track, update, and resolve reported problems through a customer service software system.
As you can imagine, certain issues appear more frequently than others. For example, simple password resets account for approximately 25% of all IT support service requests.
As a result, many IT support teams (including ours) have pre-established protocols to solve common issues. Having these protocols in place helps agents help users find the answers that they need sooner.
Here are some of the most common trouble tickets alongside their protocols. Please note that these protocols represent the most common solutions to these issues. If they do not work, you may need to engage in further troubleshooting to find the root cause of the problem.
| Common Trouble Ticket | Pre-Established Protocol |
| Password Reset | Verify identity → Confirm account lockout/reset reason → Use admin tools to reset password → Advise on MFA setup if needed |
| Printer Not Connecting | Confirm network connectivity → Check printer power/status → Reinstall or update drivers → Restart printer and test print |
| Cannot Access Shared Drive | Verify network connection → Check user permissions → Remap drive or restore access via directory service |
| Email Not Syncing on Device | Confirm internet connection → Check email client settings → Reauthenticate account → Remove/re-add mailbox if needed |
| Software Installation Request | Confirm licensing availability → Validate user request with manager (if required) → Install via endpoint management system |
| Slow Computer Performance | Check available disk space and RAM usage → Run malware scan → Clear temp files → Restart device and monitor performance |
| VPN Connection Failing | Confirm user credentials and VPN client version → Test internet connection → Reconfigure VPN profile or reset settings |
| Account Lockout | Confirm lockout cause (e.g., failed login attempts) → Unlock account via admin panel → Instruct user on secure login practices |
| Application Crashing | Reproduce the issue → Check for software updates or patches → Review system logs → Escalate to the application vendor if unresolved |
| Wi-Fi Connectivity Issues | Confirm signal strength and device Wi-Fi status → Reboot device and access point → Re-authenticate connection or reset network settings |
How to Answer Support Tickets
When a customer requests support, you must immediately speak to them. Always begin by reviewing the ticket carefully. Read the issue twice before responding. Look for key details like the type of problem, affected users, and urgency. If anything is unclear, ask the caller a direct question regarding your uncertainty rather than guessing.
82% of people expect that their IT issues will get resolved within just one call to support. Having an abundantly clear understanding of as many details as possible increases the likelihood that your support agent will be able to meet that expectation.
When you respond, keep your message short, clear, and respectful. Start with a brief confirmation that you’ve received the ticket and are working on it. Use their name if available, and avoid technical jargon unless you’re sure they understand it. If the issue needs more time or must be escalated, explain what steps you are taking and when they can expect an update.
Get Help From a Live Human Support Agent 99.3% of The Time
How to Prioritize Support Tickets
Every user will treat their IT problem as the most important problem on your list. However, you can’t treat every support issue as an urgent issue. While user input can be helpful, your team must also use their own discretion to prioritize tickets.
Here are some examples of situations where certain issues will fall into certain priority levels.
| Critical (P1) |
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| High (P2) |
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| Medium (P3) |
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| Low (P4) |
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How to Reduce Invalid Technical Support Tickets
An IT support ticket is considered invalid when it does not meet the criteria needed for the support team to take action or when it falls outside the scope of services. A few common reasons why a support ticket may be considered invalid include the following.
- Missing details like device name, error messages, or screenshots.
- No clear description of the issue.
- Issues unrelated to IT.
- Multiple tickets were opened for the same incident by the same user.
- Submitted by someone not authorized to make the request.
- Automated or spam tickets from bots or misconfigured systems.
- Attempts to access systems or services the user should not have access to.
- Requests for personal devices when support is limited to company-owned equipment.
The problem with invalid tickets is that getting your IT support team to manually assess each one can distract them from working to solve valid tickets. So, you must take steps to reduce your invalid ticket volume.
Start by making it easy for users to submit valid requests. Use custom fields in your ticketing system to prompt for the right information, such as device name, location, and a short description of the issue. Include required fields to help prevent vague or incomplete tickets.
You can also use automated replies to inform the user of their error, like duplicate tickets or missing details, before they reach your team. If your support portal allows it, limit access so that only authorized users can submit tickets.
How to Categorize Support Tickets
Organizing support tickets into clear categories helps teams respond more effectively and track recurring issues over time. Clear categorization reduces confusion during triage and gives support staff the context they need to respond accurately.
The diagram below outlines the most common support ticket categories.
How to Track Support Tickets
It’s important to keep each user up-to-date with their ticket status. This way, they know when to expect a response and can plan their work accordingly.
The best way to manage this is by using a structured ticketing system with built-in notifications and visibility. This gives users a clear view of what’s happening and helps your team stay accountable.
Here are some additional steps to follow.
- Assign tickets right away to prevent delays and make sure someone is responsible from the start.
- Label and prioritize tickets to make the queue manageable and easy to sort.
- Enable automatic status updates so users are notified when something changes.
- Allow user access to a portal where they can view open, closed, and pending tickets without having to ask.
- Document internal notes in the system to keep the entire team aligned if multiple technicians need to help.
How to Efficiently Resolve Support Tickets
Part of your goal should be to resolve tickets with as few escalations as possible. Not only will this give your users a better experience, but it will also reduce your IT support costs. On average, if a support ticket starts at level 1, it costs $62. If it then gets passed to level 2, that adds another $22. So, the total cost becomes $84 (62+22).
Here are a few tips to help your team resolve issues without escalating them.
Use a Detailed Triage Checklist
A consistent triage checklist helps level 1 agents gather the right information from the start. This reduces time spent clarifying the problem and avoids incomplete tickets getting escalated prematurely. It also creates more predictable resolution steps.
Limit Ticket Transfers
Each time a ticket changes hands, context can get lost, and resolution time increases. Instead of routing tickets too quickly, encourage agents to spend a few extra minutes trying to resolve the issue themselves. This leads to higher first-contact resolution and lower support costs.
Set Clear Escalation Policies
Agents should know exactly when it’s appropriate to escalate a ticket. Vague thresholds lead to inconsistent decisions, which affect both efficiency and quality. Define specific conditions that require escalation, and train staff to make those decisions.
Track Escalation Patterns
Regularly review which types of tickets get escalated and why. This data can highlight gaps in training, documentation, or access rights. When you know which issues are most likely to be escalated, you can investigate the underlying reasons and take targeted steps to reduce how often they happen.
| Learn More About The IT Support Process |
How to Reduce Repeat Support Tickets
The best way to streamline workflows is to lower your overall ticket volume. To accomplish that, you must focus on preventing IT issues, not just resolving them.
Look for patterns in issue types, devices, departments, or user behaviors. Document resolutions clearly, then use that documentation to improve internal processes or update training materials.
Where possible, automate fixes for common problems or adjust configurations to prevent them from happening again. If end users repeatedly make the same requests, consider self-service options or improved onboarding.
Routine system audits can also catch outdated software or misconfigurations before they lead to user disruptions.
| Look For Leading IT Support Services in The Midwest | |
| Illinois | Wisconsin |
Work With XL For Faster Resolutions to Every Support Request
The ticketing process is time-consuming, no matter how many best practices you follow. It’s easy to quickly overwhelm your internal team if you rely on a small group of experts.
That’s why working with XL.net is a great option! We can help reduce your recurring issues by 79.8% within your first year. Part of how we accomplish this is by running structured audits every month, not once a quarter. This helps us catch potential issues much earlier than our competitors.
Reach out today to get started!