10 Most Common Help Desk Tickets (and How to Resolve Them)

Even with all the advancements in digital technology, technical hiccups are still common. When these issues arise, external help desk support can be crucial to getting your people up and running again. In this article, we’ll go over the 10 most common help desk tickets and how they’re resolved.

What is a Help Desk Ticket?

A help desk ticket is a request for assistance or a report of an issue, typically submitted by a user to an organization’s IT support team. These tickets are used to track and manage the resolution process, ensuring that each issue is addressed quickly and efficiently.

Details of a help desk ticket typically include the user’s contact information, a description of the problem, and any relevant attachments or screenshots.

Why are Help Desk Tickets Important?

Help desk tickets help streamline communication between users and support staff, providing a structure to resolve technical issues efficiently. They help prioritize tasks based on urgency and impact, allowing support teams to address critical issues.

Help desk tickets are also beneficial by creating a paper trail of any issues and resolutions, which allows the support team to identify recurring problems and improve overall system performance.

10 Help Desk Ticket Examples

There are a variety of help desk tickets that may occur based on what technical issue requires addressing. Although the specifics may change due to industry differences or the size of the organization, these tickets help organizations manage and resolve technical difficulties.

In this article, we’ll explore 10 common help desk tickets, providing insights into the typical scenarios and solutions associated with each issue. Read on to gain a deeper understanding of technical issues and what support can be provided.

1. Password Resets

As our own IT experts have learned, password resets are by far the most common help desk ticket. Although sometimes the issue is simply due to users typing in their password incorrectly or forgetting it altogether, there are instances where the cause is a system error.

No matter what led to the user submitting their help desk ticket, the solution is the same. Due to the prevalence of these kinds of requests, they are also the fastest ones to resolve—in some cases, an automated password reset tool may be set up to fix the issue on its own. If not, it’s a simple process of editing user profiles in the systems they’re locked out of.

2. Printer Issues

In a close second, problems with printing pop up very frequently. When this issue arises, it can be due to a variety of reasons—connectivity issues, driver problems, or even hardware malfunctions. Users often report that their printer is not responding, printing blank pages, or producing poor-quality prints.

To resolve these issues, the help desk team typically starts by checking the printer’s connection to the network and ensuring that the correct drivers are installed. If the problem persists, they may need to troubleshoot the printer’s hardware or replace certain components.

3. Software Installation and Updates

Another common help desk ticket involves software installation and updates. Users may need assistance installing new software, updating existing applications, or troubleshooting issues that arise during the installation process. This can be particularly challenging when dealing with software that requires specific system configurations or permissions.

Help desk technicians usually guide users through the installation process, ensuring that everything goes smoothly. They may also remotely access the user’s computer to perform the installation or update. In cases where the software is incompatible with the user’s system, it may be necessary to find alternative solutions or escalate the issue to higher-level support.

4. Email Issues

Email-related problems are another frequent cause of help desk tickets. Users may experience issues such as being unable to send or receive emails, encountering error messages, or having trouble accessing their email accounts. These issues can be caused by server problems, incorrect email settings, or even account security breaches.

To resolve email issues, help desk technicians first verify the user’s email settings and ensure that the email server is functioning correctly. They may also check for any security issues, such as unauthorized access attempts, and guide users through the process of securing their accounts. The help desk team may need to work with the email service provider to resolve more complex issues.

5. Network Connectivity Problems

Network connectivity problems are a common source of frustration for users. These issues can include slow internet speeds, intermittent connectivity, or complete loss of network access. The causes can range from local network configuration issues to broader problems with the internet service provider.

To start, a diagnostic of the user’s network setup is run, checking for any configuration errors or hardware issues, as well as possible underlying problems. The issue may be resolved by resetting the network equipment or updating the network drivers. If the problem persists, the help desk team may need to escalate the issue to the network administrators or the internet service provider.

6. Account Lockouts

Account lockouts are another common help desk ticket. Users may find themselves locked out of their accounts due to multiple failed login attempts, forgotten passwords, or security policy violations. This can be particularly disruptive, as it prevents users from accessing essential systems and applications.

To resolve account lockouts, help desk technicians typically verify the user’s identity and reset their password. They may also investigate the cause of the lockout to prevent future occurrences. The help desk team may need to adjust the security settings or provide additional training to users on how to manage their passwords and avoid lockouts.

7. Hardware Failures

Hardware failures, such as malfunctioning computers, monitors, or peripherals, are another reason for help desk tickets. These issues can be caused by physical damage, wear and tear, or manufacturing defects. Users may report problems such as their computer not turning on, a monitor displaying no signal, or a keyboard not responding.

The first step is diagnosing the hardware issue by checking for any obvious signs of damage or malfunction. They may also run hardware diagnostics to identify the problem. Typically, the issue can be resolved by replacing a faulty component or performing a repair. If the hardware is beyond repair, the help desk team may need to arrange for a replacement.

8. Application Performance Issues

Users often submit help desk tickets for application performance issues, such as slow response times, crashes, or errors. These problems can be caused by a variety of factors, including insufficient system resources, software bugs, or compatibility issues.

To resolve application performance issues, help desk technicians typically start by checking the user’s system resources and ensuring that the application is running on a compatible system. They may also look for any software updates or patches that address known issues. If the issue is still not resolved, the help desk team may ask the software vendor for further assistance.

9. Security Incidents

Security incidents—like malware infections, phishing attacks, or data breaches—are another frequent cause of help desk tickets. These issues can have serious consequences for the organization, including data loss, financial damage, and reputational harm.

Help desk technicians typically start by containing the security incident, such as isolating the affected system or blocking malicious traffic. They may also run security scans to identify and remove any malware. If this doesn’t work, the security team may need to investigate the incident and implement additional security measures to prevent future occurrences.

10. User Training and Support

Users may need assistance with learning how to use new software, understanding company policies, or troubleshooting common issues. Providing effective training and support can help reduce the number of help desk tickets and improve overall productivity.

Help desk technicians typically provide one-on-one support to users, guiding them through the process of learning new software or resolving common issues. They may also create training materials, such as user guides or video tutorials, to help users become more self-sufficient.

Implement Technical Support Teams

Help desk tickets are an essential part of maintaining smooth and efficient operations within any organization. By understanding the most common issues, you can better prepare your team to handle these challenges swiftly and effectively.

At Evergreen, we pride ourselves on our ability to provide top-notch technical support and solutions. If you need expert assistance, contact us today to learn more about our help desk services and other technical solutions to help your business thrive.