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The blank ticket form

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The blank ticket form

Section titled “The blank ticket form”

When the homepage search and the triage wizard don’t find a matching template, you land on a plain form for writing a ticket in your own words. This is the fallback that catches everything else.

What the form asks

Section titled “What the form asks”
  • Subject — a one-line summary. Aim for something a triage agent could read in a list of 30 and pick the right ticket. “Projector flickering in Year 4” beats “Help”.
  • Description — the detail. The same rules as the main raising-a-ticket article: what you were trying to do, what happened instead, when it started, where you are, what you’ve already tried.
  • Attachments — photos, screenshots, error messages. Drag them in or use the file picker. Each is capped at the trust’s configured maximum (typically 25 MB).
  • Department — optional. If the form arrived pre-routed from the triage wizard or a catalogue item, this is filled in. Leave it untouched if you don’t know which team owns the problem; triage will decide.

What’s automatic

Section titled “What’s automatic”

The form silently records:

  • Your name and email as the requester.
  • The triage path you came through (if any), as a tag on the ticket. Helps reporting break ticket volume down by entry funnel.
  • Any tags the form was opened with (rare; usually internal flows).

After submit

Section titled “After submit”

You see your new ticket page with a green confirmation banner. The helpdesk team gets the ticket in their queue immediately. Most workspaces have an automation that auto-assigns or auto-tags new tickets based on words in the subject — that’s why your “projector” ticket may show up routed to AV/IT within seconds.

When not to use this form

Section titled “When not to use this form”

If you can find a matching template via the homepage search or triage wizard, use it. Templates ask for the exact fields the team needs (room number, model number, deadline) and they jump the queue past triage. The blank form goes via human triage, which adds a step.

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