IT and security / Free editable template

IT help desk ticket workflow template

A help desk ticket workflow shows how a request moves from the person who needs help to the person who can fix it. This example runs from logging and prioritising the ticket through a first-line fix from the knowledge base, specialist diagnosis and vendor escalation, to the user confirming it works and a short survey, with response and resolution targets by priority.

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IT help desk ticket workflow example showing user, l1, l2 and l3 or vendor lanes, knowledge base fix and escalation path, priority sla table
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Set priorities by impact

    Define priorities by how many people are affected and how badly, not by who is asking. Add examples so the service desk can decide quickly.

  2. Fix at first line where you can

    Give the first line a knowledge base and permission to fix common issues. Every ticket solved there is faster for the user.

  3. Feed fixes back

    When a specialist solves a new problem, add it to the knowledge base so the next one can be fixed at first line.

Questions about this template

Can I edit the SLA times in the table?

Yes. Change the response and resolution times for each priority so they match the service levels you have agreed.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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