AI Checklist Generator

From the makers of Manifestly Checklists

Email address

Home > Information Technology > service desk ticket lifecycle checklist

service desk ticket lifecycle checklist

Ticket Creation

Ensure accurate information is entered into the ticket

Assign ticket to appropriate technician or team

Set priority level based on impact and urgency

Communicate ticket creation to end user

Gather all necessary information from the end user to accurately create the ticket

Verify that all required fields are completed in the ticket form

Document any troubleshooting steps taken before creating the ticket

Confirm with end user that the ticket has been successfully created

Provide end user with ticket number for future reference

Ticket Triage

Review ticket details for completeness and clarity

Gather additional information if needed

Determine next steps and required actions

Update ticket status to reflect triage completion

Prioritize tickets based on urgency and impact

Assign tickets to appropriate support teams or individuals

Set SLA expectations for ticket resolution

Communicate ticket triage results to relevant stakeholders

Follow up with ticket originator for any missing or unclear information

Ticket Resolution

Troubleshoot and resolve issue according to service level agreement

Document resolution steps and any workarounds used

Obtain end user confirmation of resolution

Update ticket status to reflect resolution completion

Follow up with end user to ensure issue has been fully resolved and there are no further concerns

Conduct post-resolution analysis to identify root cause of issue and prevent future occurrences

Provide feedback to team members on any challenges faced during resolution process

Close ticket and notify end user of closure

Ticket Closure

Verify all necessary documentation and information is completed

Obtain end user satisfaction feedback

Obtain any necessary approvals or signatures

Close ticket and archive for future reference

Ticket Escalation

Identify tickets that require escalation to higher level support

Communicate escalation process and timeline to end user

Update ticket status to reflect escalation process

Follow up on escalated tickets to ensure timely resolution

Ticket Reporting

Generate regular reports on ticket volume, resolution times, and customer satisfaction

Analyze trends and identify areas for improvement

Communicate findings to IT management and stakeholders

Implement changes based on report analysis

Ticket Documentation

Ensure all relevant information is accurately documented in the ticket

Update ticket notes with any changes or updates

Attach relevant files or screenshots for reference

Ensure all documentation is clear and easily understood by all team members

Download CSV Download JSON Download Markdown

Use in Manifestly

Related Checklists

Security Checklist

Security Checklist is an important tool to identify, assess and manage security risks in order to protect information systems and data.

view →

Server Maintenance Checklist

A server maintenance checklist is an important tool for ensuring the stability and reliability of a server system.

view →

Desktop Configuration Checklist

A Desktop Configuration Checklist is a valuable tool for ensuring that systems are configured securely and consistently.

view →

Incident Response Checklist

An Incident Response Checklist is essential for ensuring a timely, effective, and organized response to security incidents.

view →

Data Backup Checklist

A Data Backup Checklist is an important tool for ensuring that important data is regularly backed up and secure.

view →

Software Update Checklist

A Software Update Checklist is essential to ensure that all of your software is up-to-date and running optimally.

view →

Server Configuration Checklist

The Server Configuration Checklist is an important tool for ensuring that a server is properly set up and secured for the intended purpose.

view →

Performance Monitoring Checklist

Performance Monitoring Checklist is a tool used to ensure a system is running efficiently and effectively, and to identify and address any potential problems or issues.

view →

Network Maintenance Checklist

Network Maintenance Checklists provide a structured way to ensure that all critical network components are regularly monitored and maintained, helping to ensure the network's stability and security.

view →

Patch Management Checklist

Patch Management Checklist is important for IT departments to ensure that all systems are up-to-date and secure from potential security threats.

view →

Disaster Recovery Checklist

A Disaster Recovery Checklist is an important tool for organizations to use to ensure that all necessary steps are taken to protect and maintain their IT systems in the event of an emergency.

view →

Software Installation Checklist

A software installation checklist helps ensure that all required components are installed correctly and efficiently, minimizing the risk of errors and providing a consistent and seamless user experience.

view →

User Access Control Checklist

User Access Control Checklists are important for ensuring that only authorized users have access to sensitive information and systems.

view →

Hey there! Here's a little about us or visit our recurring workflow SaaS: Manifestly Checklists

Light Dark