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this blog post is for anyone who deals with in users other customers and coworkers in other words everyone when preparing to respond to a support ticket or service request even an informal one be sure to go through the following checklist first remind yourself that our jobs in IT are to support our end users and other customers through our work we enable others to do their important jobs more productively efficiently and creatively review the ticket to ensure you fully understand the issue that theyre reporting double check to ensure youre not overlooking anything especially some nuance that might affect how you respond to the ticket either from a technical standpoint or from a human standpoint if its a site visit or a video visit check your appearance to make sure you dont have spinach in your teeth or something similar that might affect the customers perception of your level of professionalism check your clothing to ensure your fly isnt open that you dont have any straps showi