Ticket Ownership Ain’t Just a Checkbox – It’s Respect

Published: April 2, 2025

In the world of IT support, there’s one core principle I’ve always lived by: own the problem like it’s your own personal challenge. Whether it's a password reset, a stubborn printer, or a network outage that’s bringing an entire department to its knees—if a ticket lands on my desk, it gets my full attention, respect, and follow-through. Period. I’m not just here to close tickets—I’m here to solve problems, support people, and make sure they know someone’s got their back. That means sticking to the policies and procedures laid out for a reason. Not because they’re bureaucratic nonsense, but because someone took the time to build a process that works when it's followed. What really grinds my gears is seeing fellow techs go rogue—skipping steps, going cowboy, trying to brute-force solutions like they’re some cyber MacGyver. No notes, no updates, no escalation paths. Just chaos disguised as “being fast.” And then they wonder why their resolution times are trash or their satisfaction scores are in the basement. Here’s the truth: slow is smooth, and smooth is fast. Rushing isn’t efficiency—it’s panic dressed up in a hurry. Following the process, communicating with the user, and seeing a ticket through from start to finish? That’s how real pros operate. IT isn’t just about fixing computers. It’s about building trust—one ticket, one conversation, one resolution at a time. People remember how you made them feel, not how clever your workaround was. So if you're in this field and you're reading this—slow down, take ownership, and be the kind of support you’d want if you were on the other end of the line. Stay grounded. Stay honest. Stay Common-Joe.

– Common Joe