How To Write A Good Help Desk Request

By Ross Madden
Published on March 19, 2012 1:04 pm MT
Updated on November 18, 2020 4:40 pm MT
Posted in Knowledge Base

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

Good: “Computer won’t boot – restarts automatically”

Bad: “Can’t print!”
Good: “Error message when trying to print to MRB3161011PRN01 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.

Good: “Hello CNSIT, my office computer won’t boot – it gets to the windows logo screen and then restarts automatically.  My computer is labeled as BI110T1707DTW01.  I will be out of the office all afternoon, so feel free to take a look when possible.  Thank you!”

Good: “Good morning!  I am seeing an error message when trying to print to MRB3161011PRN01 from Photoshop.  The printer displays error code 79 on the built in display.  I have tried to restart the printer.  Thank you for taking a look!”

Back to top of page