Writing Professional Ticket Notes

Focus: Clear, concise communication and tone.

Discussion Points

• What’s the difference between “customer-facing” and “internal” notes?
• Why does language choice matter in technical documentation?

Mini-Lecture Highlights

• Example:
  • ❌ “Teacher’s laptop is busted again.”
  • ✅ “Teacher reports laptop not booting; verified power and battery.”
• Using neutral tone: describe facts, not frustration.
• Avoiding jargon unless it’s standard (e.g., “spooler,” “driver,” “SSID”).
• End each ticket note with what you verified or ruled out.

In-Class Practice

• Students rewrite three unprofessional tickets into professional versions.
• Share a few aloud for group review.

Discussion

How can tone build or break trust in a professional setting?