MSP Helpdesk Ticket Note Writing Guide [MSP Best Practices]



Ticket Notes are an integral part of running a successful MSP, especially one that employs remote technicians.

At Support Adventure, most of our technicians are working remotely in a different country from the MSPs they’re working for. We’ve realized early on that ticket notes show what we are actually worth and our ticket notes needed to be spot on

We created a Ticket Note Guide to lead our clients towards success.

WHY ARE GOOD TICKETS IMPORTANT?

Ultimately your MSP is in business of providing service to clients and you need to make sure that the ticket notes that your staff are writing reflect the business process that is being enacted when you’re servicing the clients, thus proving that you’re doing a good job and you’re fulfilling requirements

Tickets must be complete and include all the relevant information so that technicians can best assist the users, management can be informed about what happened and what steps have been taken, and the technicians’s performance can be tracked.

Good logs minimize the need for discussion of how a case was handled so if a client complains about your service or there’s something that went wrong with some work that you did, you can show all your notes on the ticket to avoid a situation where it’s your word against theirs. You can point to the ticket if it was well-written, to show what your technician did to remedy the situation and ensure it was right thing in that situation.

From a technical perspective you need as much information as possible that will help people understand what your technician did and how they found out how to fix it. Any specific pieces of information such as passwords, IP addresses, etc. would help somebody reproduce your technician’s fix.

TICKET SUMMARY

a) TICKET RESOLVED-
No further action is required, the issue has been
resolved and it has been confirmed with the client or the client has been notified.

b) NEXT STEPS: _________-
You are aware of the next steps which need to be taken, have written a description of what you plan to do and have scheduled a fixed or tentative time for these steps to be taken and communicated this to the client.

c) WAITING FOR: _________-
You require someone else to complete an action
before you proceed with the next steps which you must perform. You have
described who you are waiting for and what they must do and scheduled a
tentative time to follow up on the progress of these actions should you have not heard back.

d) ESCALATION REQUIRED – You cannot complete the ticket due to a limitation
in knowledge and wish to pass the ticket to someone else on the team who may
be in a better position to resolve the issue.

TICKET HANDOVER NOTES
1) The issue as it stands (25 words or less):
2) Things I have tried to resolve this ticket:
3) Why I cannot resolve this ticket:
4) Possible Next Steps:
5) Any other info (e.g. callback times)

The Big Picture:
Including one of these four as the last line in your ticket notes shows very
clearly that you know where the ticket is at and what needs to happen for it to continue on its
road to completion and when the next steps can be
taken and by whom. This will ensure that
tickets don’t become neglected.

Golden Guideline: Write 5 lines for every 15 minutes
A good rule of thumb for ensuring that all information is logged correctly is by ensuring that 4
lines of notes are logged for every 15 minutes of time logged. When you incorporate all of the above guidelines you will find it easy to think of information to include.

Example Ticket Notes:
-Called the client
-Logged onto their machine via RMM
-Confirmed with the client what the issue is
-Reproduced the problem
-Told client we will work on the issue and call them back
-Researched applied this fix from this link: http://www.awesometicketwriter.com/awesomefix
-Called the client back
-Confirmed the issue was fixed
– TICKET RESOLVED

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