This article describes how to write work notes for contacts, incidents, tasks, etc., so all people who touch the ticket understand the issue.
Guidelines to Follow
Provide context; tell the story
Use full sentences and paragraphs (may use bulleted or numbered lists where applicable for scannability)
Record ALL steps taken to troubleshoot
Be technical and detailed
Use jargon and abbreviations if global and in context
Repeat customer contact information
Note customer’s disposition diplomatically
Provide a reason for escalation if applicable
Examples of Good Work Notes
Example 1: Issue resolved
I walked the customer through the wireless configuration for Eduroam and then had them reboot their computer. After rebooting, I was able to walk the customer through connecting and authentication to Eduroam.
Example 2: Customer not responding to our emails
I have tried various ways to contact the customer with no success:
5/8 - I called the customer using the phone number given on the ticket; the customer did not answer. I left a voicemail regarding the previous email to the help desk and asked the customer to return my call.
5/9 - I followed up with another email to the customer; no response back.
5/10 - I followed up with another phone call and left voicemail.
Example 3: Issue requiring additional support
I walked the customer through reconfiguring Eduroam. While walking through the procedure, I discovered that wireless networks are being managed by Lenovo software and not Windows. I suggested configuring the Lenovo software, or disabling it, to allow Windows to manage wireless networks. Unfortunately, I do not know how to do this without looking at the machine. Since this is a network issue, Bomgar is not an option. I suggested that Desktop Support should investigate the issue. However, the customer believes that they can ask Desktop Support themselves. I will follow up with the customer to see if the issue has been resolved, or if further assistance is required.