How to Fill Out a Ticket and Get the Help You Need

ℹ️ Your communication with Argus IT is through the ticket system, and the quality of that communication is only as good as the information you put in the ticket. This article walks you through how to write a ticket that gets resolved quickly, with fewer back-and-forth questions.

🔎 Before you submit a new ticket, check the Knowledge Base first. Your question may already be answered there — see the next section.

🛑 Stop — Are You Head Office Only (Non-Hospitality)?

This help desk is for staff who handle hospitality-related IT issues at any of the Argus properties (Hotel Eldorado, Manteo Resort, Four Points, Hampton Inn, Home2 Suites, etc.).

If you work at head office only and do not handle any hospitality-related issues, do NOT submit a ticket here. Your IT support is provided by Northern Computer, not Argus IT. To submit an IT ticket:

1. Go to https://nci.myportallogin.com/ in your web browser.
2. Sign in with your user login and password.
3. Submit your ticket there. Northern Computer will take care of your IT issue.

If you're not sure which group supports you, ask your manager before submitting a ticket here.

🔎 Step 1: Check the Knowledge Base First

⚠️ A surprising number of tickets we receive are already answered in the Knowledge Base. Before you spend time writing up a ticket — and before you wait for a reply — please check the KB. You may have your answer in 30 seconds.

How to search the Knowledge Base

1. Go to https://argushospitality.jitbit.com/helpdesk/KB (you don't need to sign in to browse).
2. Use the search bar at the top to look for keywords related to your issue. Try simple terms first:
   • "password" instead of "I can't log in to anything anymore"
   • "printer" instead of "the printer in the back office is acting up"
   • "Outlook" instead of "my email keeps asking me to sign in"
3. Browse by category if your search doesn't turn up a result.

Common topics already covered in the KB

• Outlook password prompts
• Setting up email on your phone
• Microsoft Authenticator on a new phone
• VPN (FortiClient) issues
• Printer not printing
• Adding the Help Desk app to your phone
• OPERA Cloud issues
• New user onboarding requests
• Adobe Acrobat license requests
• Hardware requests

If the KB has an article that solves your problem, follow it. If you're still stuck after trying the steps in the article, then submit a ticket and reference the article you already tried.

📝 Step 2: Submit a Ticket

If the Knowledge Base doesn't have your answer, there are three ways to submit a ticket:

💡 See the related article Add the Argus IT Help Desk App to Your Phone if you don't already have the app.

📋 The 6 Rules of a Good Ticket

Follow these rules and your ticket will be dealt with faster, with fewer questions bouncing back to you.

Rule 1: Include your full name and contact info

Your full name, the property you work at, and how to reach you. If you're only available at certain hours (split shift, days off coming up, etc.), say so in the ticket. IT can't help you if we call you back at 3pm and you left at noon.

Rule 2: Be as descriptive as possible

IT technicians are not mind readers. The more information you put in the initial ticket, the faster the problem gets solved.

A bad description: "My computer isn't working."

A good description: "My workstation at the Eldorado front desk (asset tag 05346) won't connect to the internet. I can sign in to Windows fine, but Edge says 'no internet' and Outlook says it can't reach the server. Started about 30 minutes ago. The other front desk workstation is working normally."

The second version saves three or four back-and-forth emails.

Rule 3: Screenshots are GOLD

If you can show us the problem, do it. Nothing helps more than a visual.

• On a workstation: press the Print Screen key (or Windows + Shift + S for a snip) and paste the image into the ticket.
• On a phone: take a screenshot or photo and attach it to the ticket from the Jitbit app.
• For hardware issues (broken cable, error light on a printer, damaged screen): a photo is almost always better than a description.

Rule 4: Include the Asset Tag

All Argus workstations, monitors, printers, and other hardware have an Asset Tag — a small metallic sticker with a 5-digit number on it (e.g., 02274, 05346). There is no prefix — just the number.

There are two styles of tag in circulation, depending on which entity owns the asset:

• Argus Hospitality IT Services — blue label. Used for hospitality assets.
• Argus Properties IT Services — copper / bronze label. Used for properties assets.

Both formats are valid and use the same 5-digit numbering scheme. Just write the number in your ticket — you don't need to specify which label colour it was.

Include the asset tag of the device the issue is on. If the ticket involves multiple devices, list them all.

If you can't find an asset tag on the device, mention that in the ticket — it's a flag that the device may need to be tagged, and we'll handle it.

Rule 5: Select a Category

When you submit a ticket through the portal or app, you'll see a Category dropdown. Pick the closest match. This does two things:

• Routes the ticket to the right person faster.
• Triggers the system to show you Knowledge Base articles related to that category — which may solve your problem on the spot.

If nothing fits, choose Other and describe in the ticket body.

Rule 6: Be Realistic About Priority

When you submit a ticket, you can set a Priority level. Please be honest about which level applies — over-prioritizing your ticket doesn't make it move faster, it just makes it harder to spot the genuinely critical ones in the queue.

If you're not sure, choose Normal. Argus IT will adjust the priority on our end if we believe it's warranted.

🚫 Common Mistakes That Slow Things Down

• "It's broken" with no other detail. We will have to ask what, where, when, and how.
• No asset tag when the issue involves a specific workstation, printer, or monitor.
• No screenshot of an error message you describe in words.
• Sending sensitive info (passwords, credit card numbers, personal data). Never include passwords in a ticket — Argus IT will never ask for them.
• Multiple unrelated issues in one ticket. If you have three separate problems, submit three separate tickets. They'll be handled faster.
• Marking everything Critical. It slows down the real Criticals.
• Vague subject lines like "Help" or "Question." Use a subject like "Front desk printer not printing — Eldorado" so the technician can triage at a glance.

⏱️ What Happens Next

1. Your ticket is received and acknowledged automatically.
2. An AI triage assistant may reply to your ticket with a few clarifying questions or a link to a relevant KB article. Please answer the questions — this helps the technician get to a fix faster.
3. A technician picks up the ticket. You'll receive an email notification when they reply.
4. Reply to the email (or update the ticket in the portal/app) to continue the conversation.
5. When the issue is resolved, the ticket is closed. If you don't agree the issue is resolved, reopen it by replying to the closing email.

Related Articles

• Add the Argus IT Help Desk App to Your Phone (KB# 10015)
• New User Onboarding Request — What to Include (KB-3001)
• How to Request New Hardware (KB-200001)

ArgusIT KB# 10002 | Original: February 14, 2019 (Vincent Kruggel) | Rebuilt: May 25, 2026