IT Support Ticket Resolution Checklist
Resolve IT support tickets faster and boost customer satisfaction! Our IT Support Ticket Resolution Checklist ensures consistent, efficient problem-solving, from initial triage to final closure. Streamline your workflow, reduce resolution times, and improve your team's performance with this comprehensive checklist. Download now and elevate your support management!
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Ticket Intake & Prioritization
Initial steps for receiving and categorizing support requests.
Ticket Subject
User Description of Issue
Ticket Category
Severity Level
Estimated Impacted Users
Date/Time of Incident
Problem Diagnosis & Investigation
Steps to identify the root cause of the issue.
Describe the reported issue in detail.
Select affected systems/applications.
Error code (if applicable)
Initial diagnosis based on information provided.
Upload screenshots or log files (if applicable).
Steps taken for initial investigation.
Solution Implementation & Testing
Actions taken to resolve the problem and verification of effectiveness.
Detailed Solution Steps
Time Spent Implementing Solution (minutes)
Solution Type
Configuration Changes Made (if applicable)
Supporting Files (e.g., screenshots, logs)
Initial Testing Result
Testing Notes & Observations
User Communication & Updates
Keeping the user informed throughout the resolution process.
Communication Method
Last Communication Date
Last Communication Time
Summary of Last Communication
User Acknowledgment of Update
Next Scheduled Communication (Brief)
Documentation & Knowledge Base Update
Recording the solution for future reference and knowledge sharing.
Detailed Problem Description (for Knowledge Base)
Resolution Steps (Detailed)
Knowledge Base Category
Impact Level (for KB Search Ranking)
Relevant Screenshots/Logs
Knowledge Base Article Title (Short & Descriptive)
Estimated Time to Resolve (for future reference)
Ticket Closure & Verification
Final steps to confirm resolution and formally close the ticket.
Resolution Status
Confirmation Code (if applicable)
Summary of Resolution
Time Spent on Resolution (in minutes)
User Confirmation Required?
User Confirmation Received Date
Support Agent Signature
Post-Resolution Review & Feedback
Assessing the resolution process and gathering user feedback.
Was the user satisfied with the resolution?
User Feedback (if applicable)
Resolution Time (in minutes)
Was the root cause documented?
Lessons Learned / Improvement Suggestions
Did this ticket require escalation?
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