IT Support Documentation
Helpdesk Ticketing System & Workflow
A guide to setting up and managing an efficient IT helpdesk ticketing system, including SLA definitions, ticket lifecycle, and prioritization.
Project Type
IT Service Management (ITSM) process documentation.
Target Audience
Helpdesk Managers, IT Support Agents, and Service Desk Leads.
Coverage
Ticketing SLA Workflow
Workflow Guide
📋 Table of Contents
- → Ticket Lifecycle
- → Categorization & Prioritization
- → Service Level Agreements (SLAs)
- → Escalation Procedures
- → Knowledge Base Management
1. Ticket Lifecycle
Standard Stages
- New / Open: Ticket created by user or agent.
- In Progress: Agent is actively working on the issue.
- Pending User: Waiting for more info from the requester.
- Pending Vendor: Waiting for 3rd party support.
- Resolved: Issue fixed, waiting for user confirmation.
- Closed: Confirmed fixed and archived.
2. Categorization & Prioritization
Priority Matrix
Priority is determined by Impact (number of users affected) and Urgency (business criticality).
- P1 - Critical: System down, entire company affected. (e.g., Internet outage, Server crash)
- P2 - High: Critical function down for some users. (e.g., Payroll software down)
- P3 - Medium: Single user issue, workaround available. (e.g., Printer jam, PC slow)
- P4 - Low: Service request or minor issue. (e.g., Password reset, Software install)
3. Service Level Agreements (SLAs)
Response vs. Resolution Time
| Priority | Response Time | Resolution Target |
|---|---|---|
| P1 | 15 Minutes | 4 Hours |
| P2 | 1 Hour | 8 Hours |
| P3 | 4 Hours | 3 Business Days |
| P4 | 8 Hours | 5 Business Days |
💡 Pro Tips
- • Communication is Key: Always update the user, even if there is no progress ("We are still investigating").
- • Document Everything: Add notes to the ticket for every step taken.
- • Shift Left: Create Knowledge Base articles for common issues so users can self-solve.
📚 Related Documentation
🛠️ Popular Tools
- • Jira Service Management
- • Freshdesk / Zendesk
- • ServiceNow