Most IT tickets are the same handful of problems on repeat: VPN won't connect, printer not found, MFA re-enrollment, SSO redirect loop. Every time someone on the helpdesk fixes one, that fix should become a guide — but writing it up after a stressful fix is the last thing anyone wants to do. Guidyy records the fix as the IT tech performs it (or has the employee replay it), and the guide is done before the ticket is even closed.
IT Documentation
IT Troubleshooting Guides That Cut Repeat Tickets
Turn every fix your IT team makes once into a self-serve guide employees can follow before they open another ticket.
01
The 20 tickets worth documenting first
Pull your last 90 days of closed tickets and sort by frequency. The top 20 recurring issues — password resets, VPN config, printer drivers, MFA enrollment — are your highest-ROI guides because they get reused the most.
02
Where to put the guide so people find it before opening a ticket
Link it from the ticket-submission form itself, the Slack channel where people ask for help, and the confirmation email when a similar ticket is closed. A guide nobody sees doesn't deflect anything.
- Auto-suggest the guide when a matching ticket category is selected
- Pin top guides in the #it-help Slack channel
- Add a 'was this helpful' link at ticket close to catch gaps
FAQ
Frequently asked questions
Can employees follow these guides without IT access?+
Yes. Share a public or workspace link — no login required unless you password-protect it for security-sensitive fixes.
Can I redact server names or internal URLs before sharing?+
Yes, AI Smart Redact on Pro auto-blurs custom patterns like internal hostnames, IPs, or ticket numbers before you share externally.
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