Choose the right helpdesk category and urgency

Choosing the closest helpdesk category helps Zerolimit Consulting route your request and understand the business impact. The category describes the type of work. Urgency describes how broadly and severely the issue affects the organization. Selecting an urgent category does not replace the need for clear details.

General Support

Use this when the request does not fit another category, or when you need guidance before proceeding. Include the affected user or device, exact issue, timing, and business impact.

Urgent Outage

Use Urgent Outage when a critical shared service is unavailable for multiple users or a location cannot operate normally. Examples include an office-wide Internet outage, a broadly unavailable phone system, or a line-of-business application that is down for the whole team. Include the location, number of users affected, start time, onsite contact, and any recent power or provider event. Do not reset managed firewalls, switches, servers, storage, or access points unless instructed.

A single user's slow computer, forgotten password, or noncritical application error normally belongs in the relevant standard category rather than Urgent Outage.

Security Incident or Suspicious Activity

Use this immediately for suspected phishing, unexpected MFA prompts, a lost or stolen device, unusual sign-in alerts, ransomware warnings, credentials entered on a suspicious page, or activity you do not recognize. Stop interacting with the suspicious item. If a computer appears actively compromised, disconnect its network cable or Wi-Fi when you can do so safely, but leave it powered on and contact Zerolimit.

User Access & Passwords

Use this for password resets, account lockouts, Duo or other MFA problems, missing permissions, or application access. State the user, service, exact error, and whether an authorized manager has approved a new permission. Never put passwords or MFA codes in the ticket.

Computer, network, printer, and cloud categories

Choose Computer & Device Support for hardware, Windows, macOS, monitors, audio, camera, or local application issues. Choose Network & Wi-Fi for wired, wireless, VPN, or Internet connectivity. Choose Printers & Peripherals for printing, scanning, docks, or accessories. Choose Microsoft 365 & Email or Google Workspace & Gmail for their respective cloud applications.

Business systems and changes

Use Website & Domain Support for website, DNS, certificates, forms, or domain issues. Use CRM & Automation for CRM access, contact records, forms, workflows, or automations. Use Project or Change Request for planned work that changes systems, access, or business processes. Use Billing & Licensing for invoices, renewals, subscription seats, or purchasing questions.

Describe impact without exaggerating

Tell us:

• How many users or locations are affected
• What work is blocked
• Whether an approved workaround exists
• Any real deadline or customer impact
• When the issue began

Do not open duplicate tickets to increase visibility. Add new facts and attachments to the original ticket. Zerolimit will reassess routing and urgency as evidence changes.

References

• CISA: Report phishing and suspicious activity guidance, https://www.cisa.gov/secure-our-world/recognize-and-report-phishing
• Microsoft: Troubleshooting Windows client issues, https://learn.microsoft.com/troubleshoot/windows-client/