Why does a helpdesk answer the same tickets over and over?
Look at your own ticket history: the same few titles usually repeat. The fix sits in one technician’s head or in the reply to the last ticket, and the next technician writes it again from scratch. That lengthens handling time and lets the same issue close with different fixes depending on who picked it up.
The remedy is one resolution guide per recurring ticket type, linked from the reply. Together these guides form a small knowledge base.
Which tickets deserve a guide?
Let your ticket history decide: rank the most frequent titles from the last few months. The list below is a common starting point.
- Password reset and account unlock.
- Connecting to the VPN and troubleshooting it.
- Two-factor authentication setup and moving to a new phone.
- Adding a printer, scan-to-email.
- Signing in to the meeting tool and permission requests.
- Email signature, out-of-office and delegation settings.
- Software access requests and the approval flow.
What structure should an IT resolution guide have?
When every resolution guide follows the same structure, users know what they will find and technicians write new ones faster. For a ready skeleton see the IT ticket resolution steps template.
| Section | Content |
|---|---|
| Symptom | The error or situation the user sees, in their own words |
| Affected | Which device, version or account type |
| Resolution steps | Numbered, illustrated steps |
| Check | How the user knows it worked |
| If it does not work | What to include and where to open a ticket |
| Owner and date | Who updates the guide and when it was last reviewed |
How does a guide fit into the ticket reply?
- Classify the ticket. If it fits a known title, look up the guide; if not, solve it and note that a new guide is needed.
- Add the link to the reply. Write a short sentence, give the guide link, and mention where steps differ by user.
- Fix the guide when users get stuck. Someone stuck at the same point twice shows a missing step.
- Turn repeated replies into guides. When you type the same reply a third time, it is guide time.
- Review guides weekly or monthly. Software updates change screens.
What should you watch when documenting admin screens?
IT guides often show admin panels and user lists, which contain names, emails, device names and identifiers. Use a test account, permanently redact what is left once the recording is done, and share only with the people who need it. Never leave a screenshot with a password or access key. For details see redacting sensitive data in screenshots.
How do you build IT resolution guides with Izly?
Most resolution steps happen in a web interface: a self-service portal, an admin console, a cloud service. You record those steps once with Izly.
- Start the extension and perform the fix. Each click becomes a step with a marked screenshot.
- Use warning blocks to flag risky steps (“This signs the user out of all sessions”).
- Redact user details and device names in the admin console by hand; redaction permanently replaces the pixels.
- Paste the link into the ticket reply. When you edit the guide, the same link shows its current state.
- An admin can turn off public links in the workspace settings; for internal use, open guides to workspace members only.
Izly does not connect to helpdesk software; you add the guide link to the reply yourself. Recording is limited to Chrome and to tasks done in the browser; steps that need a desktop client cannot be recorded. See pricing.
Frequently asked questions
Does IT support need a knowledge base or guides?
They are related. A knowledge base is where guides are collected; a guide is the step-by-step answer to one problem. For a small team the easiest start is to write guides for the ten most common tickets and collect them in one list.
Is it safe to send a guide link straight to users?
If the content is not sensitive and the screenshots show only test data, yes. If it reveals internal systems, open the link to workspace members only and revoke it when needed.
Do guides reduce the number of tickets?
Giving the user a ready answer to a repeating problem cuts the technician’s work on that ticket. Measure the effect in your own ticket data; quoting a fixed percentage here would not be honest.
What happens to guides after a software update?
Update the guides whose screens changed. If one step changed, fix only that step; if the whole flow changed, record the task again.
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.