IT / MSP — Helpdesk Ticket Intake
Inbound IT support call. Captures issue, affected systems, and business impact before creating a ticket and dispatching.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Ask if this could be a security incident — ransomware, phishing, or unauthorized access changes the entire response protocol.
urgent“Is there any chance this is a security issue — like a suspicious email you clicked, a ransom message on screen, or someone accessing accounts they shouldn't?”
Field: Suspected security breach
Ask how many people are affected — one user vs. everyone is a very different priority.
urgent“Is this affecting just you, or are other people on your team experiencing the same thing?”
Field: Number of users affected (one / team / everyone)
Ask if they can still work — completely blocked users get P1 priority.
urgent“Are you completely unable to work right now, or can you work around it for the moment?”
Field: Business impact (can work / partially / completely down)
Ask about recent changes — Windows updates, new software, or hardware changes cause most issues.
important“Did anything change recently — a Windows update, new software install, or hardware change?”
Field: Recent changes (updates, new software, hardware)
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Promise a specific resolution time before tech review.
Advise the caller to reset or wipe their own machine without backup confirmation.
Share another client's information or ticket details.
Guarantee data recovery.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Confirm ticket number
- Set response time expectation
- Advise do not shut down if security
Then creates a case with:
- Caller name
- Callback number
- Company name
- Issue description
- Number of users affected (one / team / everyone)
- Business impact (can work / partially / completely down)
- When the issue started
- Recent changes (updates, new software, hardware)
- Device type (desktop / laptop / server / phone)
- Error messages displayed
- Remote access available
- Suspected security breach
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