If is not in the ticket it never happened

Ticket documentation is a key component in every organization. It helps track ticket volume and identify the number of tickets handled by the support team. Proper ticket documentation also allows you to identify the most common issues reported and detect any unusual trends that could affect the day-to-day operations of your organization. 

Documenting tickets properly is part of ITIL best practices and promotes a culture within the support team of always creating records for any steps taken during the troubleshooting process. Unfortunately, some organizations tend to minimize the importance of ticket documentation, even though it must be accurate and complete. 

Imagine providing an excellent support experience to a client or end user, but failing to document the steps you took to resolve the issue. If the user calls again, your colleague will have to start troubleshooting from scratch because there are no records of the previous actions taken. Additionally, you could be held responsible for not properly addressing or closing the issue in the first place. 

Proper ticket documentation helps support teams save time when identifying recurring issues, builds a sense of ownership in the troubleshooting process, and allows for accurate measurement of support agent performance. Your actions during an interaction with an end user can only be validated through proper ticket documentation. 

Remember: if it’s not in the ticket, it never happened.