Tukipyynnön

Tukipyyntö is a formal request to obtain assistance from a service provider or internal support team to resolve an issue, fulfil a service request, or obtain information. It is usually managed in a ticketing system from submission to closure.

Used in IT, software, telecommunications, and customer service contexts, tukipyynnöt are categorized as incidents, service requests, or inquiries, often with service level targets.

A Tukipyyntö typically includes the submitter’s contact details, organization or account ID, a brief summary, a detailed description, the operating environment, steps to reproduce, observed and expected results, any error messages, relevant attachments, and the requested outcome with a priority level.

Submission channels include web portals, email, chat, and phone. A ticket number is issued, and an acknowledgement with an estimated response time is provided.

Lifecycle: triage, assignment to a suitable agent, investigation, resolution, verification, updates to the requester, and closure. If needed, related issues may be linked and follow-up actions scheduled.

Terminology: häiriöilmoitus refers to a disruption (incident); palvelupyyntö a standard service request; tiedustelu an information inquiry.

Best practices include providing clear facts, including relevant attachments, avoiding duplicates, stating severity and deadlines, protecting sensitive data, and updating the ticket as progress occurs.

See also: ITIL; help desk; incident management; service request management; ticketing system.