How To Write A Good Help Desk Request

By Ross Madden
Published on March 19, 2012 1:04 pm MT
Updated on March 7, 2016 12:51 pm MT
Posted in Knowledge Base

Please use a short and informative subject line that briefly describes your question or problem.

Bad: “HAVE COMPUTER PROBLEM!! NEED HELP NOW!!!”
Good: “Computer won’t boot – restarts automatically”

Bad: “Can’t print!”
Good: “Error message when trying to print to MRB216BW-1-N from Photoshop.”

Describe your question or problem with as much detail as you can. A vague request will simply be answered by a bunch of questions you’ll have to answer anyway. You’ll get a faster response if you provide this information in your initial request.

When writing your request answer these questions where appropriate:

  • What were you trying to do?
  • What happened instead?
  • If there was an error message, what did it say?
  • Where is the computer/device located?
  • What computer/Device is this happening on? PC or Mac? Personal or departmental computer/device?
  • What software program are you using? If you know the version number please provide it.

    Please don’t assume we know what you’re talking about. Be descriptive.

Back to top of page