Frequently Asked Question

How to Create a Support Ticket: Step-by-Step Guide

This article explains how to submit a new support request (ticket) through our helpdesk portal and shares best practices to help your team resolve your issue quickly and efficiently.

Important: You must log in with your CRH Clinic email address (@crhclinic.net) to create a ticket. Guest/anonymous submissions are not allowed.

1. How to Create a New Ticket

The recommended way is through the web portal. (Email method is also available as a backup.)

Method 1: Via the Client Portal (Web Form) – Recommended

1. Go to our support portal:
   https://tt.crhclinic.net
2. Log in using your CRH Clinic email address (@crhclinic.net) and password.
   
3. Once logged in, click "Open a New Ticket" (usually found in the main menu or dashboard area).
4. Fill out the ticket form:
   • Email Address and Full Name: These should be pre-filled from your logged-in account.
   • Help Topic / Category: Select the most relevant option from the dropdown (e.g., "IT Support – Hardware", "Software Issue", "Printer Problem"). This routes your ticket to the right team.
   • Priority: Choose Low, Normal, High, or Emergency based on impact (see your organization's guidelines).
   • Subject: Enter a clear, concise summary (see best practices below).
   • Message / Description: Provide detailed information about the issue (see best practices below).
   • Attachments (optional but very helpful): Click to upload screenshots, error messages, photos, PDFs, etc.
5. Review everything, then click "Create Ticket" or "Submit".
6. You'll see a confirmation page with your Ticket Number (e.g., #12345) and a link to view the ticket.
   Save or bookmark this — you'll also receive an email confirmation at your @crhclinic.net address.

Method 2: By Email (Backup Option)

• Send an email from your @crhclinic.net address to: tt@crhclinic.net.
• The system will automatically create a ticket and link it to your account (or create one if it doesn't exist yet).
• Use a descriptive subject line (very important — see below).
• Include full details in the email body.
• Attach any files directly to the email (screenshots, error logs, etc.).

Note: Email-created tickets may take slightly longer to appear in the portal. Using the web portal after logging in is usually faster and gives you immediate confirmation + easier follow-up.

After submission:

• You'll receive email notifications at your @crhclinic.net address for any replies or updates.
• Log back into https://tt.crhclinic.net → My Tickets to view status, reply, or add more information.

2. Best Practices for Writing Effective Tickets

A well-written ticket helps your support team understand and fix the issue faster — often in the first response!

Subject Line Best Practices

The subject is the first (and sometimes only) thing agents see in queues — make it count!

• Be specific and descriptive (6–12 words ideal).
• Include key elements: What system/app + what problem + any important detail (e.g., error code, location, room number).
• Avoid vague or emotional phrases: No "HELP!!!", "URGENT", "Problem", "It's broken" alone.

Bad examples:

• "Help needed"
• "Computer problem"
• "URGENT!!!"

Good examples:

• "Outlook – Cannot send emails – Error 0x800CCC13"
• "Laptop freezing on login – Windows 11 – Clinic A Exam Room 5"
• "Printer in Front Office – Toner jam light on"
• "Access denied to Cerner – Patient Records – After password reset"

Body / Description Best Practices

Provide context so agents don't need to ask follow-up questions.

Use this simple structure:

1. What is happening?
   Describe the exact issue clearly.
2. When did it start?
   Date/time if known, and whether it's intermittent or constant.
3. Steps to reproduce (very helpful!):
   Numbered list of what you did leading to the problem.
4. What have you already tried?
   List troubleshooting steps (e.g., "Restarted computer twice", "Tried different browser").
5. Expected vs. actual result
   What should happen? What actually happens?
6. Additional details:
   • Device / OS / Browser version
   • Error messages (copy-paste exactly)
   • Screenshots or photos (attach!)
   • Location (e.g., clinic name, room number)
   • Affected patient/system if relevant (without PHI unless necessary)

Example good body:

Issue: Cannot connect to company VPN

Started: This morning around 9:15 AM

Steps:
1. Opened Cisco AnyConnect
2. Entered my credentials
3. Clicked Connect
4. Received error: "Connection attempt failed – Reason: VPN service unreachable"

What I've tried:
- Restarted laptop
- Switched from Wi-Fi to Ethernet
- Updated AnyConnect to latest version

Expected: Successful VPN connection
Actual: Error every time

Details:
- Laptop: Dell Latitude, Windows 11 23H2
- Location: Main Clinic – Desk 47
- Attached: screenshot of error message

Quick Tips Summary

• Be polite and professional — it helps everyone!
• Attach visuals whenever possible (screenshots > words).
• Use bullet points or numbered lists for readability.
• If it's urgent, explain why (e.g., "Blocking check-in for patients in Clinic B").
• Check the Knowledge Base first — your issue might already be solved there!

Thank you for helping us help you faster. If you have questions about this process, just open a ticket after logging in!

Last updated: February 2026