How would you write a company wide email about how users should submit tickets? [Serious]

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NickE25U@reddit

ChatGPT, please write me an email to push out to corporate about how users should submit tickets. Please provide at least 3 options of how they can create a ticket for IT.

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Here's what has worked for me. \#1 Keep it short. \#2 Whatever way you want them to use the most, reward them for using it. "If you report problems through self-service, they automatically get a higher priority" \#3 Pay attention to language, don't use the word "submit" or "user" ANYWHERE \#4 Write it with a customer, and test it with another. And another and slowly add more people until you understand the impacts of the message. Other than that, highly recommend "Org Change" training as well as writing and communication training. These skills have served me well in understanding how groups of people change. Because it's so much more than one email. It's a shift.

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pdp10@reddit

The ticket system should be sufficiently self-documenting that nobody needs to refer to external documentation or policy to use it. 1. Make the best issue/ticketing system you can. 1. Observe closely how it's being used. 1. Improve anything that's not as good as it could be. Originally we found a large number of users were highly incentivized not to engage with the system at all. For many of these, the motivation was socio-political, which is a topic for another time. For the rest, the big blocker was that they didn't know how to find it, or how to log in. This was partially confirmed with logging/telemetry. Most of the demand for email was from users who never logged in. We ended up solving most of the logging-in problem with SSO. Now the user doesn't have to log in. Then other reasons for users to avoid the system, became apparent. We did thing like metric the number of "abandoned shopping carts" when users started to file an issue and never completed it. We had stakeholders who were adamant about embedding routing logic in the issue categorization, so there were non-technical limits. You're always going to have users who want to treat the system like a simple queueing system and want to issue instructions like "chase me down and get me to tell you about a computer problem". We put analysts on the case to figure out what was in the realm of the possible, to close the gap between what the users wanted and what is required by responsible issue/ticketing system.

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Sensitive_Scar_1800@reddit

Start strong. I’d recommend the first line be… “Listen here sluts…”

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Sasataf12@reddit

"Listen hear you dirty, dirty sluts..." FIFY

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boozeBeforeBoobs@reddit

Hey, I'm cheap as well.

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Karyo_Ten@reddit

"Assert dominance"

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Advanced_Sheep3950@reddit

Why start at the first line. Object of the e-mail should be "enlarge your peepee"

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fatDaddy21@reddit

No one is going to read that email. Create a ticket template and return any ticket that doesn't include required fields.

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sryan2k1@reddit

Even better, disable email submission of tickets so users have to fill the required fields in.

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BrobdingnagLilliput@reddit

A correct answer depends on the size of your company and where you fit in it. Are you the only IT guy? Are you part of a sysadmin team that's part of an infrastructure department that's part of a support organization that reports to a CIO? Something in between? Somewhere in between? Regardless of your position, if you're not the CEO, you generally shouldn't tell other people what to do without their managers' consent. You need buy-in from the executive leadership team if you're going to tell the whole company how to do their job. *Especially* when your motivation is "Everyone else needs to work differently to make my job easier." Start the process by talking with your boss. Before that conversation, you'll need hard evidence that training the company to use IT's ticketing system will save your boss money. If you can't provide that, then you have a personal project to work on over the next six months.

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IdiosyncraticBond@reddit

Start your mail with: If you have a problem, if no one else can help, and if you can aak nicely, maybe you can get help from... the IT-Team.

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JJ-the-weirdo@reddit

We're changing ticketing systems this summer, and we are TOTALLY going to write this policy and include it in our weekly newsletter! Problem is, many of our franchisees don't even read the damn thing.... Facepalm

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1ndomitablespirit@reddit

Sarcastic: Just reply with the Indiana Jones 3 clip when he throws the guy out the window and says "no ticket".

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technicalityNDBO@reddit

Start by opening Outlook. In the ribbon along the top, make sure you select the "Home" tab. On the left of the "Home" tab, you'll see a button that says "New Email". Click that. It will open up a new window - don't panic. This is the message compose window. At the top there is a field with the label "To" This is where you specify who your message will be delivered to. Hopefully your organization has what is called a *distribution list* that already includes everyone's email addresses - otherwise you'll have to type them all out which sure can take a lot of time depending on the size of your org! LOL! The second important field to pay attention to is labled "Subject". Here you will type out brief description for the reason behind your message. Below that is a large blank section of the window. This is where all the magic happens. Type out your message body in this section. You'll notice that you have a lot of formatting options available to you so you can get your message to look exactly how you want it to. Feel free to take advantage of these tools. Once you are satisfied with the message, PROOF READ IT! There are a lot of common errors that spellcheck will not pick up on, such as using the wrong homophone or something. After you've ensured there are no errors in your message body, check back up at the top of the message compose window. At the left, you'll see a button with a picture of a paper airplane that says "Send" on it. Click that!

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IndianaNetworkAdmin@reddit

**Ensure you have a written policy that can be enforced.** **Get management's blessing for a canned response to non-ticket requests.** You'll want to have three versions, or maybe just three different intro paragraphs you can swap in. * One version that's ready to go to reply to an email. "Thank you for alerting us to this concern. Please note that for this request to be actionable, policy <number> requires you to open a ticket via <ticket method>. This establishes a paper trail and ensures proper tracking of issues." * One version that you can send to a user and CC their manager if they stop you in the hallway or come to your desk. "This message is a followup to our conversation, reminding you that you can submit helpdesk tickets via <insert process>, and in addition to ensuring a proper paper trail and encouraging efficient response times, this is the method approved by policy <policy number>." * One version that you can use in response to a voicemail. Basically the same as the one above, but starting with something like "This message is in reply to your voicemail left on <date>" You'll want a fourth canned response for any pushback where a user tries to demand you open a ticket for them when they inevitably complain that they are too busy and you should just open it for them. "Unfortunately, policy <policy number> requires the user experiencing the issue to open a ticket. This way, the ticketing system sends responses directly to that user if the responding technician requires additional information. We do not have a process by which we can impersonate a user to open a ticket on their behalf" - Make sure to include that last line, whether it's true or not, and drive home for your team that they should NEVER create a ticket for a user because word will get out and it will set a precedent. The canned responses will save you a lot of time and effort, especially if you get management's blessing. You do not want to spend ten+ minutes multiple times each day writing responses.

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halfhearted_skeptic@reddit

It puts the problem in the ticket or it gets the hose again.

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SureSureFightFight@reddit

Put the fucking problem description in the textbox!

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Expensive-Bed3728@reddit

I wanted to address a matter that will help us streamline our internal processes and ensure efficient resolution of issues that arise within our organization. We understand that when technical issues or questions arise, it is natural to seek immediate assistance. However, to maintain order and prioritize support requests effectively, we kindly request that all employees submit support tickets for their IT-related issues rather than approaching the IT team directly. By implementing a ticketing system, we can better track and manage all reported issues, assign appropriate resources, and ensure that no request goes unnoticed or unresolved. This will allow us to maintain a clear overview of the support needs of our entire organization and allocate resources accordingly. To submit a support ticket, please follow these steps: Visit our internal support portal at [provide URL or instructions on how to access the portal]. Log in using your credentials (if required). Select the appropriate category for your issue (e.g., hardware, software, network, etc.). Provide a detailed description of the problem or request, including any relevant screenshots or error messages. Specify the urgency or priority level if applicable. Submit the ticket, and you will receive a confirmation with a unique ticket number. By following this process, you will help us maintain a comprehensive record of all support requests, enabling us to address them promptly and effectively. Our IT team will triage and prioritize the tickets based on urgency, ensuring that critical issues receive the necessary attention. We understand the desire for a speedy resolution, and we assure you that by submitting tickets, we will be able to provide the support you need in a structured and organized manner. This approach will allow us to allocate resources efficiently and reduce any potential delays caused by ad hoc requests. If you encounter any difficulties in submitting a ticket or have any questions regarding this process, please don't hesitate to reach out to our IT team, who will be more than happy to assist you. Thank you for your cooperation and understanding as we work together to improve our support services. Your commitment to following this ticketing process will contribute to a more organized and efficient resolution of issues throughout our organization. Best regards,

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Expensive-Bed3728@reddit

ChatGPT is your friend in writing professional emails :)

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anton1o@reddit

Very simply and this is me on my phone in bed... Hi All, We will soon be introducing a IT Service Desk system to assist with requesting Support for all IT related matters. The main reason is that the IT Team is XYZ in size and we have XYZ staff so sending messages/emails/notes can be missed along with if an IT staff member is not available your request may go days without being actioned. The new website allows all team members to see requests so nothing ever gets missed. https://xyz.xyz We will be doing 2 Demo Sessions to show you all how it works and how to lodge a request on XYZ and XYZ Regards, XYZ

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MisterFives@reddit

Start it with the opening line of "Listen up, dickbags" and go from there.

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tilhow2reddit@reddit

I prefer something a little more poetic: Good morning Shit Goblins. Let’s see if we can unfuck society starting with our lack of a functioning ticket system. Not that the ticket system is broken, just you smelly goddamn mouthbreathers are too lazy/stupid/incompetent (choose 3) to use it. Follow this outline, or fuck off. (Seriously we’re not touching anything that doesn’t come in via ticket, unless it’s donuts or titties.) Good fucking day gents.

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ZAFJB@reddit

Google "how to report a bug", which will give you loads of articles that will give you guidance. Use them, create a simplified version changing in 'issue' in place of 'bug'.

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CyrusAgeis@reddit

I wouldn't. This should not be an email. This should be a written policy and procedure, well documented, and blessed and approved by upper management to get buy in. Then you send out an email detailing the new procedure. Anyone that doesn't follow it at that point is not following company policy, and it is now their boss's problem to address. (And you have a piece of paper, signed by hte powers that be, as a CYA.)

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en-rob-deraj@reddit

That only works if your company backs your procedures. I just send out periodic emails reminding people they can email the ticket system and ignore people who don’t.

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Specialist_Duty5736@reddit

If they don't back what's written you still do it for CYA purpose. Other than that just don't answer for unoffical communication or serve blurb about how to send a ticket. Add some excuses about "we need that in system so nobody forgots or can be replaced if they go on vacation" too

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NorthernVenomFang@reddit

That's the problem... "your procedures" may mean nothing to the rest of the employees (C-Levels, Managers, Department heads, janitors, secretaries, ect...). It needs to be the "companies/organizations procedures". That is the only way you can get away ignoring people who don't put a ticket in, even if they complain, you have company policy that they did not follow proper corporate/organization procedures. Trust me you don't want to be the tech that ignored the new summer student/intern secretary down in finance that needed help with her workstation, which turns out to be the CEOs daughter.... That could be an awkward conversation.

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ooblongtea@reddit

Bingo. We had local management buy into our ticketing system with the rules behind it. If you're able to submit a ticket, do so. If not you can call or email us. Right off the damned bat the local director just began calling. I have a few who are "too busy" to submit tickets, so i'll write them down and will forget about them by the end of the day.

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MavZA@reddit

What OP does is write the SOP for ticketing. Get the top IT exec to review and sign, then get the CEO to sign it. Scan it. Write a nice little covering email to explain the attached IT policy and that no IT issues, except exception clearly listed in the attached document will be handled outside the bounds of the helpdesk and no logged tickets that don’t meet the minimum logging criteria outlined in the document will be actioned :) “have a great week. Regards, IT”

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AidanAmerica@reddit

Users should complain to ChatGPT and ask it to output their complaint structured as a support ticket

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Karyo_Ten@reddit

Pretty sure customer service at my national train line has switched to ChatGPT.

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drahcirm@reddit

I'm building a ChatGPT-integrated chatbot to do my level 0 support intake right now. Planning on doing something like this if things do convert to tickets as part of the flow.

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bbqwatermelon@reddit

[Why reinvent the wheel](https://youtube.com/watch?v=wSAtLkuuNJE)?

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sobrique@reddit

Honestly that's the sort of niche where ChatGPT can really shine. It is "coming for our jobs" but not in the way everyone seems to be assuming. It won't replace skilled/senior roles, but it can significantly reduce lower skill research and services roles. There's already some "chatbot" automation out there that simply relies on requests being moderately public to keep them honest (and of course limited to actions that have no particular approval need). ChatGPT like interfaces could quite easily take that up a level, and have a much smaller helpdesk and junior SA team.

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KyroPaul@reddit

Start with chatgpt

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cmndctrl@reddit

what if my internet is down and i cant

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RipRapRob@reddit

Stop using your own internet, and start using the same as everyone else.

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IOUAPIZZA@reddit

Not sure how big your workplace is, but my userbase has been kind of meh about putting in tickets. I've been trying to find ways to ease the barrier between getting info from them as having them interact with the system, even though it is dead easy, has had little movement. I've had users submitting at least an email so my tech makes the ticket. I hate it though, I don't care about the ticket and how its created, so much as I want the info I need to work on the issue. It has driven me mad enough, I'm building out a chatbot to just get info from them LMAO! Then I'll email that info to our ticket system and let it auto create tickets. Good learning though. And by giving them basic multiple choice to start, I can keep them in a simple work flow for every issue. I break it down by a Primary Issue (like files and folders), a Seconday Issue (access, folder/share creation or recovery), and Clarifying info (file/folder name from user input, are the files in Teams/OneDrive/SharePoint or On Prem, etc.) The idea is to publish it to Teams and our intranet SP, since many use Teams in our org and are adopting it more, and we already have GPOs for the home page. https://preview.redd.it/t2mg5lujc44b1.png?width=1784&format=pjpg&auto=webp&v=enabled&s=98184429b3b687bd9c966371a233d5951b8a70f7

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Sasataf12@reddit

Why doesn't your ticketing system just create the ticket automatically from the email, instead of getting the tech to manually do it?

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IOUAPIZZA@reddit

My department is gutted lol. I used to have a Director and a second admin. Now i have myself and two helpdeks techs. I was the Network Admin, it's a non profit. My users are super tech illiterate, but worse are not confident, to my frustration. I've complained to management of course. So I went to users and started asking if anyone has used a chatbot one website. A few nods about using it for Verizon or their banks. So, since management had me make the intranet the home page for out browsers, I figured integrating the bot might give my users less, I don't know, anxiety or trepidation? I don't see them logging into my helpdesk site, even with about 500 users the lack of ability can be distressing. But maybe giving them a bot that funnels them into the issues I see the most will at least give me and my techs a chance to work on an issue. I have had enough playing inspector gadget to get the info I need because I get one line emails. Maybe giving them 2-3 choices and compiling it will be easier for them and me. As before, it's a good learning opportunity for me either way and I get to use Power Automate and PVA which I never had before. Long winded, but I hope it clarifies. Layer 8 issues cause me to seek solutions outside the box.

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MattHashTwo@reddit

I think the question is more... Why not take the email from your users to a shared mailbox - then have your ITSM tool take the email and generate a generic service desk ticket. They get to email. You get a ticket.

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IOUAPIZZA@reddit

Yes, I understand. After multiple rounds of email threads where users, in writing, completely ignore questions and give low effort info like "I can't find a file" (no department name, no file or folder name or path, is it an online file, is this a recovery I'm searching for or do you not know how to search your own files, etc) including one that was 20 emails deep with two executives, where I had to point out the user did not follow my written in the email instructions 5 times, getting the low effort email as a ticket can cost hours of dead time. Again, my management is only now starting to place more of an importance on IT. Nov 2022 I finally got them to force MFA company wide to comply with insurance. They don't understand the technical part, so I've been explaining it in Time Cost (the time we spend getting and searching basic info to start a ticket is far more than the time we spend fixing most issues when we have basic info, and the time taken from us when a week or two and multiple emails later that user is scrambling trying to get their issue fixed they never followed up on). The bot getting thr info and auto creating the ticket shoild savd us more time. It's a culture issue, it has to be changed from the top, I'm trying to help give them the tools to do that. Wish me luck lmao!

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Common_Scale5448@reddit

Let them know what's in it for them... how does it help?

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Infinite-Stress2508@reddit

I'm about to do a similar process, just rolling out Halo in my org and hoping by giving users more ways of contacting IT, I can reduce the level 0 tickets down to free my teams day up. Ideally, user will have a Teams app that links to our ITSM portal, where they can submit a ticket (which will provide possible resolutions and links to KBs as the go) as well as get updates on service status etc. We support 550/600 staff, 90% remote, so my team of 5 (including myself) need to work smarter, and not having to deal with password resets or default printer changes etc will cut the interruptions down so we can focus on big picture work. My plan was yo document the process and send out a company wide post from myself and then attend various team meetings and go through it, not to mention keep up the spam about how the new features.

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Eristone@reddit

Greetings from your IT Department! To better provide a responsive team, issue tracking, and accountability, the IT department is implementing a ticketing system. This system is designed to allow IT Management enhance the service provided to the company, and with metrics show that the team is meeting expectations. Tickets should be submitted using the web portal with the provided link (insert link here), and the ticket submitter should best describe the issue as they see it. We are providing categories within the ticketing system so resources for each issue can be addressed by the most appropriate staff member. In addition, we are requiring our staff to deal with issues that have tickets on a priority basis over other issues. Thank you for your cooperation in making this initiative a success! IT Management

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skipITjob@reddit

TL;DR.

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BlackV@reddit

you don't. It's NOT your problem, Its managements, get a policy defined, get agreed buy in from management, impliment

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bukkithedd@reddit

Not all that hard. Write an email about how everyone, without exceptions, has to put in tickets. Failure to do so will result in various punishments, up to and including setting their genitals on fire with ClF3, hiding skunks in their desktop drawers, replacement of their computers with stone tablet and public floggings with 9-tailed whips made out of old Cat5e-cables (complete with connectors). In all seriousness, however, you need to get the higher-ups in on things so that it's set in policy by them. Make a procedure for how to enter tickets, document it, and for the love of whatever deity you might believe in: *stick to that procedure and policy like a golddigger sticks to rich people*. No exceptions unless the issue is of type "My computer is on fire/got abducted by aliens/got run over by an excavator/is smashed to very tiny pieces, so I have no way of submitting a ticket" (which in itself is bullshit, since webportals do exist). Be firm about it, too. No ticket, no help. No walk-ins, "hey, since you're already here"s etc. But you absolutely need to get the higher-ups in on this, as it's damn near impossible to implement tickets as a requirement unless you do so.

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Dafoxx1@reddit

I had this problem. Always ask them to submit a ticket. If someone walks up to you or calls whatver tell them you would love to help them but currently working on tickets already submitted. For the best and fastest service they should try sending in a ticket as you might forget the details

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ToastieCPU@reddit

If noone is backing you upp no org wide email is going to work, people cant be bothered to read long emails about how they should follow some steps to make your life easier. You just need to hammer this into peoples minds yourself, if they ask you for something in person just tell them: “please submit a ticket and i will get right on it, currently i am finishing another submitted ticket”

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Hi_Im_Ken_Adams@reddit

This is why you have a manager. Your manager should be the one working with you to define your intake policy and SLA and enforcing it. An email from YOU will be ignored.

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darkodo@reddit

Get chatgpt to write it and just autosend it as is.

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MadJax_tv@reddit

Have them email to your ticketing website or server and the service usually generates a ticket from the email.

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IOUAPIZZA@reddit

My department is gutted lol. I used to have a Director and a second admin. Now i have myself and two helpdeks techs. I was the Network Admin, it's a non profit. My users are super tech illiterate, but worse are not confident, to my frustration. I've complained to management of course. So I went to users and started asking if anyone has used a chatbot one website. A few nods about using it for Verizon or their banks. So, since management had me make the intranet the home page for out browsers, I figured integrating the bot might give my users less, I don't know, anxiety or trepidation? I don't see them logging into my helpdesk site, even with about 500 users the lack of ability can be distressing. But maybe giving them a bot that funnels them into the issues I see the most will at least give me and my techs a chance to work on an issue. I have had enough playing inspector gadget to get the info I need because I get one line emails. Maybe giving them 2-3 choices and compiling it will be easier for them and me. As before, it's a good learning opportunity for me either way and I get to use Power Automate and PVA which I never had before. Long winded, but I hope it clarifies. Layer 8 issues cause me to seek solutions outside the box.

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NorthernVenomFang@reddit

Don't. Just stop, if you think an email will change how the larger majority end users interact with you/your helpdesk/other IT staff, your wrong. End users don't want to jump through anymore hoops than they have too, they just want to get there job done, get paid, and go home. Yes it takes less than a minute to email or fill out a form for a ticket... They don't care about the ticket when device X can't print to Y because it is showing an error code 100011101... The just want you to fix it. When I was doing Tier1 support (computer tech) I usually just reminded people during staff meeting to email the helpdesk(ITSM auto generated the bulk of the ticket from the email) so we could track the issue, I told them if you tell me about something in passing I may not remember to fix it, email the helpdesk email. Told them this in passing as well. Mass emails to staff about IT related emails do not get read or are ignored. If you need better results, getyour manager/supervisor involved. Unless the mass email comes from CTO/CIO/IT Director it is probably going to be glanced over. Making it an organizational policy from C-Level or Director down that tickets need to go in for all IT issues to be looked, and that would be the only way you have any leverage over the situation, but that takes time, a lot of time.

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Sasataf12@reddit

No need to overthink it. "Hey everyone, we have a new system for handling IT requests. Send all your requests to <support-email>." I also prefer sending company comms via IM than email. But no harm in sending over both.

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jtrain3783@reddit

Pictures / flowchart (simple)

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joanandk@reddit

>How would you write I wouldn't. I would create a page on the company's internal web server with the instructions how it should be formatted. As soon as someone submits a ticket which is not correct, there will be an automated e-mail stating that the issue will NOT be handled with a link to the said web page. Preferably with some cryptic s\*\*t done by Microsoft: "Error 0x0800c1: Name\_Value\_XYZ low or 0. Support: [http://SpittySplat/tickets](http://SpittySplat/tickets)". Good luck.

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Ogeron9000@reddit

There's no upside to this. Anyone who's going to read it and care, is probably already trying to do it right; everyone else who doesn't care, for whatever reason is just going to delete it or think you're d***he. If you really need to move the needle, start meeting with key people in each department, showing them why opening tickets in a certain way or with x or y information included makes things go faster, and then let them soft serve it out to their teams. Even then I'm going to guess you're going to find apartments without a champion you can trust.

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furiouspotato24@reddit

u/CyrusAgeis had the best answer, but if the email is going to happen anyway... Your goal is to get people to understand why using the ticketing system is in -their- best interest. Focus on things like accountability, efficiency, and speed. Talk about what they gain by doing it. Pointing out the possible negative consequences of not doing it is perfectly acceptable as well. How there's no oversight on their issue. It could get forgotten or lost. The extended amount of time it could take to get their shit fixed. Ideally, having a policy to back all that up is the best though. Especially if you can get verbage in there that basically says, "alternate forms of service request are invalid, including direct email to IT staff, in person, phone call, and literally anything other than a ticket" Internally, you can always make exceptions for VIPs and stuff. If the owner of the company walks into my office and asks for something, I'll make the ticket for him lol. When you have a published and signed policy, when some hot headed PM or department manager starts bitching you can just point to the policy and say "you didn't submit a ticket, take it up with [whatever VP or Director signed the policy]

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cayosonia@reddit

Yes, but do they listen/read/remember? Whole different ballgame

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CorgiRawr@reddit

Like channel, quality or what is the message? I would definitely consider the various personas and users to not only have an email, but intranet posts and other communication campaign -when you should submit a ticket -what are the various ways and preferred -what is the carrot for the stakeholder to submit a ticket

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