IT Support Request Tracker
How to Use This Template
This IT Support Request Tracker template helps you efficiently manage and monitor IT support tickets across your organization.
👣 Step-by-Step Instructions
Log each new request as a row
When someone submits an IT issue or request, add a new row with a clear, concise title and relevant details.
Categorize the type of request
Use categories like Network, Access, Hardware, Software, or Other to help with filtering and reporting.
Set the priority level
Use visual tags (🟢 Normal, 🟡 High, 🔴 Urgent) to triage requests based on impact and urgency.
Track ownership and resolution
Assign an IT Owner and target resolution date to ensure accountability and timely follow-up.
Update status regularly
Move requests through status stages like Open, In Progress, Blocked, or Resolved to reflect current progress.
Document context and steps
Use the “Description” and “Steps Taken” fields to record what’s been tried or investigated, making it easier for team handoffs or audits.
Add supporting materials
Upload screenshots, error logs, or related documents in the “Attachments” column to aid in troubleshooting.
Summarize the final outcome
Once resolved, use the “Resolution Notes” field to describe the fix or workaround implemented.
🧠 Best Practices
Review and triage incoming requests daily.
Use filters to view unresolved high-priority issues.
Share access with both IT and team leads to improve transparency.
Optionally, archive closed tickets monthly to keep the view clean.
Table
Request Title
Type
Priority
Submitted By
Department
Date Submitted
Status
IT Owner
Resolution Deadline
Description
Steps Taken
Attachments
Resolution Notes
[e.g. Can't access VPN] Network 🔴 Urgent Frank Brown Engineering 1749686400000 🟡 In Progress Ethan Roberts 1749772800000 VPN not connecting remotely Restarted router, tried hotspot Investigating firewall issues
[e.g. Request for Jira access] Access 🟢 Normal Michael Anderson Marketing 1749600000000 ✅ Resolved Hiroshi Tanaka 1749686400000 Need Jira to manage campaigns Asked team lead for permission Jira access granted
