Template text
# [Resolution title: the user's problem in their own words]
| Field | Value |
|---|---|
| Guide no. | [IT-001] |
| Version and date | [1.0, YYYY-MM-DD] |
| Owner | [name, team] |
| Next review | [YYYY-MM-DD] |
## Symptom
[The error or situation the user sees. Example: "I get 'authentication failed' when connecting to the VPN."]
## Who is affected
- Device and version: [example: Windows 11, VPN client 5.x]
- Account type: [example: all employees]
- When it started: [example: after a password change]
## Quick checks
- [ ] [Is the user connected to the internet?]
- [ ] [Is the account locked or expired?]
- [ ] [Does the same problem happen on another device?]
## Resolution steps
1. [Start with a verb. Example: Click the VPN icon in the taskbar.]
2. [One action per step. Image: screenshot]
3. [...]
## Confirm the fix
- [Observable result. Example: the VPN status shows "Connected".]
## If it is not resolved
Include in a new ticket:
- [ ] A screenshot of the error message (without passwords or personal data)
- [ ] Device name and operating system version
- [ ] Date and time the problem started
- [ ] Which of the steps above were tried
Ticket channel: [form, email or chat channel]
## Technician notes
- Known cause: [...]
- Permanent fix or related change request: [link]
## Revision
| Version | Date | Changed by | Change |
|---|---|---|---|
| [1.0] | [YYYY-MM-DD] | [name] | [First release] |
it-ticket-resolution-steps.md · A plain Markdown file that opens in any editor.How do you fill in the IT resolution template?
- Write the title in the user’s words. Use the sentence the user would type in a search box, not a technical term.
- State who is affected. Device, operating system version, account type. If the fix does not apply to everyone, make clear why.
- Keep quick checks short. Reduce the most common causes to three or four items.
- Support the steps with images. Hide personal data on admin panel screens.
- Add a confirmation step. How will the user know the fix worked?
- Say what to write if it fails. Let the technician get the needed information in the first message.
For an example of the scenario see IT helpdesk. If a screenshot may still contain user data, apply the redaction guide.
How do you fill the Resolution steps section with Izly?
If the fix happens in a self-service portal, an admin console or a cloud service, record the steps instead of typing them: start the extension, apply the fix, and each click becomes a step with a screenshot. Redact user and device details and paste the link into the ticket reply. When you edit the guide, the same link shows its current state. Pricing.
Frequently asked questions
Should I write a separate guide for every ticket?
No. Write guides only for recurring tickets. When you write the same reply a third time, it is guide time.
Can I share the guide with users directly?
If the content is not sensitive and the screenshots hold only test data, yes. If it reveals internal systems, open the link to workspace members only.
Should the technician notes section be visible to users?
No. Technician notes are internal knowledge; remove that section before you share the guide with users, or keep the notes in a separate internal guide.
Related pages
Record it once and let the guide write itself
With Izly you do the task once in the browser. Clicks and screenshots become a step-by-step guide that you edit and share by link.