1. Log in to Freshservice

2. Navigate to “Incidents”


  • On the left sidebar, click “Incidents”
  • Click “New Incident” (or “+ New” depending on your UI)

3. Fill in the Ticket Details


Be precise—this determines how fast your issue gets resolved.


Required fields typically include:

  • Subject
    Short summary of the issue
    → Example: “Unable to access VPN”
  • Description
    Detailed explanation:
    • What happened?
    • When did it start?
    • What were you doing?
    • Any error messages?
  • Requester
    Person experiencing the issue (auto-filled if it’s you)
  • Priority
    Usually based on impact + urgency:
    • Low (minor inconvenience)
    • Medium (affects work but workaround exists)
    • High (major disruption)
    • Urgent (business-critical outage)
  • Category / Subcategory
    Example:
    • Hardware
    • Software
    • Network
    • Access
  • Status
    Usually defaults to “Open”
  • Attachments (optional)
    Add screenshots, logs, or error messages

4. Submit the Ticket

  • Click “Submit” or “Create”
  • You’ll receive a ticket ID (e.g., INC-12345)

5. Track and Respond

  • Monitor updates in Freshservice
  • Respond to technician questions promptly
  • Mark as resolved only when the issue is fully fixed

🚨 When Should You File an Incident Ticket?


An incident = something that disrupts normal IT service.


âś… File an Incident Ticket when:


1. Something is broken or not working

  • Cannot log in to systems
  • Email not sending/receiving
  • Application crashes

2. You lost access

  • Locked account
  • Permission issues
  • VPN not connecting

3. Hardware or device issues

  • Laptop won’t turn on
  • Keyboard/mouse not working

4. Network problems

  • No internet connection
  • Slow or unstable connection

5. System outages

  • Company tools are down (ERP, CRM, etc.)

⚠️ High-priority incident examples:

  • Entire team cannot access a critical system
  • Security breach or suspected malware
  • Production system downtime

❌ When NOT to File an Incident Ticket


Use other ticket types if available (like Service Request):

  • Requesting new software or hardware
  • Asking for upgrades
  • Access requests (depending on company policy)
  • General inquiries (“How do I use this tool?”)

👉 These are usually Service Requests, not incidents.

đź’ˇ Tips for Better Tickets

  • Be specific (avoid: “It’s not working”)
  • Include screenshots or exact error messages
  • Mention urgency clearly
  • Provide steps to reproduce the issue