Ticket Taker — User Guide¶

Getting Started¶

Logging In¶

Ticket Taker uses your existing Microsoft 365 account — no separate password required.

Navigate to https://helpdesk.questcominc.com in your browser
Click Sign in with Microsoft
If prompted, sign in with your company email and password (or approve the MFA prompt)
You will be redirected to your ticket dashboard

You must use your company Microsoft 365 account. Personal Microsoft accounts will not work.

Your Ticket Dashboard¶

After signing in, you will land on the Support Tickets page. This lists all tickets you have submitted.

Filtering and Searching¶

Click the Filters button at the top right to filter your tickets by:

Filter	Options
Status	Open, In Progress, Resolved, Closed
Priority	Low, Medium, High, Urgent
Search	Keyword search across ticket title and description

Click Apply Filters to run the filter, or Clear to reset.

Creating a Ticket¶

From the ticket dashboard, click the New Ticket button (top right)
Fill in the form:

Title (required)¶

A brief, clear summary of your issue. Example: "Cannot access shared drive on Finance server"

Description (required)¶

Provide as much detail as possible:

What were you trying to do?
What happened instead?
Any error messages (copy the exact text)
Steps to reproduce the problem

Priority (required)¶

Choose the priority that best matches the urgency of your issue:

Priority	Response Target	When to use
Low	5 Business Days	General questions, minor inconveniences
Medium	3 Business Days	Issues affecting your work but with a workaround
High	24 Hours	Issues with no workaround that are blocking work
Urgent	Immediately	Critical outage, security incident, total work stoppage

Please choose priority honestly. Marking everything Urgent slows down response for everyone.

Attachments (optional)¶

You can attach supporting files — screenshots, error logs, documents — by clicking Upload files or dragging and dropping onto the upload area.

Accepted formats: PNG, JPG, PDF, DOC
Maximum size: 10 MB per file
Maximum: 10 files per ticket
Click Create Ticket to submit

You will receive an email confirmation once your ticket is submitted.

Viewing a Ticket¶

Click any ticket title from the dashboard to open the detail view.

What you will see¶

Left panel:

Description — the full text of your submission
Attachments — any files attached to the ticket; click to download
Activity Timeline — a running log of all updates, comments, and status changes

Right sidebar:

Status — current state of the ticket (see below)
Priority — priority level set at submission
Created by / Created / Last updated — audit trail

Ticket Statuses¶

Status	Meaning
Open	Ticket received, awaiting assignment
In Progress	A support technician is actively working on it
Resolved	The issue has been addressed
Closed	Ticket is complete and archived

Adding a Comment¶

If you have additional information to share — or want to check on progress — you can add a comment directly on the ticket.

Open the ticket
Scroll to the Activity Timeline section
Type your message in the comment box at the bottom
Click Add Comment

Support staff will be notified and will reply in the same timeline.

Editing a Ticket¶

You can edit a ticket while it is still Open.

Open the ticket
Click the Edit button
Update the title, description, priority, or attachments
Click Update Ticket

Resolving a Ticket¶

If your issue has been resolved and you want to formally close it out:

Open the ticket
Click the Resolve button

You can also Reopen a resolved ticket if the problem comes back.

Tips for Faster Resolution¶

Be specific in the title — "Outlook crash on open" is more actionable than "Email not working"
Include screenshots — a picture of an error message is worth a paragraph
One issue per ticket — don't combine multiple problems; it slows down routing
Check your ticket before calling — the Activity Timeline shows real-time updates from the support team

Need Help?¶

If you are unable to log in or access the system, contact the IT helpdesk directly at tech.support@questcominc.com