IT helpdesk templates
Internal IT replies: access requests, devices, passwords, outages, onboarding and offboarding checklists. 61 free templates, 6 of them longer notes. Open one to fill in the blanks and copy it.
Access and accounts
Grant, change and remove access.
- Access granted Snippet Confirms new access. Hi [Name], You now have read access to [System]. Sign in at [Link] with your work account. Let me know if…
- Access needs approval Snippet Asks the manager to approve. Hi [Manager], [Name] has requested read access to [System] for [Reason]. Could you approve by replying yes?
- Access denied Snippet Explains a refusal. Hi [Name], I cannot grant access to [System] without approval from [Owner], who owns that data. I have…
- Access removed Snippet Confirms removal. Hi [Name], Access to [System] for [Person] was removed on [today], as requested.
- Shared mailbox Snippet Adds someone to a shared inbox. Hi [Name], You have been added to the [Mailbox] shared mailbox. It will appear in your mail app within an…
- VPN setup Snippet Remote access instructions. Hi [Name], To connect to the VPN: 1. Install [VPN app] from [Where] 2. Sign in with your work account 3.…
- Group membership Snippet Adds to a distribution list. Hi [Name], You are now a member of [Group]. Emails sent to [Group address] will reach you from now on.
- Service account request Snippet For automation accounts. Service account request System: [System] Purpose: [Purpose] Owner: [Owner] Permissions: [Permissions] Review…
- Temporary access Snippet Time-limited access. Hi [Name], You have temporary access to [System] until [in 7 days]. It will be removed automatically after…
Passwords and sign-in
Resets, MFA and lockouts.
- Password reset done Snippet After a reset. Hi [Name], Your password has been reset. Use this temporary password to sign in: sent separately by SMS. You…
- Self-service reset Snippet Points to self-service. Hi [Name], You can reset your own password at [Reset link]. It takes a minute and works any time of day.
- MFA enrolment Snippet Two-factor setup. Hi [Name], Please set up multi-factor authentication by [in 7 days]: 1. Install [Authenticator] 2. Go to…
- New phone and MFA Snippet Moving MFA to a new device. Hi [Name], To move your authenticator to your new phone, go to [Link], remove the old device and add the new…
- Account locked out Snippet Explains a lockout. Hi [Name], Your account locked after too many failed attempts. I have unlocked it. If you did not make those…
- Password policy Snippet Explains the rules. Hi [Name], Passwords must be at least 12 characters and not reused. A passphrase of a few random words is…
- Password manager Snippet Recommends a manager. Hi [Name], We provide [Password manager] for everyone. It remembers passwords for you and fills them in. Set…
- Expired password Snippet Password expiry notice. Hi [Name], Your password expires on [Expiry date]. Change it at [Link] before then to avoid being locked out.
Devices and hardware
Laptops, phones and peripherals.
- New laptop ready Snippet Device handover. Hi [Name], Your new [Device] is ready for pickup at [Location] from [time now]. Bring your old one so we can…
- Laptop return Snippet Asks for a device back. Hi [Name], Please return your [Device] (asset [Asset tag]) to [Location] by [in 5 days]. Remove personal…
- Repair ticket Snippet Logs a hardware repair. Hi [Name], I have booked your [Device] in for repair: [Problem]. It should take [time now]. A loan device is…
- Peripheral request Snippet Keyboard, mouse, monitor. Hi [Name], Your [Item] is ordered and should arrive by [in 5 days]. We will let you know when it is at the…
- Lost device Snippet Reports a lost laptop or phone. Hi [Name], Thanks for telling us quickly. I have locked the device remotely and will wipe it if it is not…
- Printer help Snippet Printer troubleshooting. Hi [Name], Try these: 1. Check the printer shows ready, with paper and toner 2. Remove and re-add [Printer]…
- Software install Snippet Installs approved software. Hi [Name], [Software] is available in the self-service app. Open [Self service], search for it and click…
- Unapproved software Snippet Declines an install. Hi [Name], [Software] is not on our approved list because [Reason]. [Alternative] does the same job and is…
- Device encryption Snippet Asks to enable encryption. Hi [Name], Your laptop is not encrypted yet. Please turn on FileVault today; it takes one click and protects…
- Update required Snippet OS update nudge. Hi [Name], Your [Device] needs the latest security update. Please save your work and install it by [in 3…
Outages and incidents
Keep people informed when things break.
- Outage notice Snippet Service down. Hi all, [Service] is currently down. We are working on it and will update you every 30 minutes. Workaround:…
- Outage update Snippet Progress update. Update on [Service]: [Update]. Next update at [time now].
- Outage resolved Snippet All clear. [Service] is working again as of [time now]. Cause: [Cause]. Thanks for your patience.
- Planned maintenance Snippet Advance notice. Hi all, [Service] will be unavailable on [today] from [Start] to [End] for maintenance. Please save your…
- Maintenance complete Snippet After maintenance. Maintenance on [Service] is complete. Everything should work as normal; tell us if anything looks off.
- Phishing warning Snippet Warns about a phishing email. Hi all, We have seen a phishing email pretending to be [Sender] with the subject [Subject]. Do not click its…
- Slow network Snippet Degraded performance. Hi all, The network is slower than usual in [Location]. We are investigating. Video calls may be affected;…
- Incident report Snippet Post-incident summary. Incident: [Title] Date: [today] Impact: [Impact] Cause: [Cause] Fix: [Fix] Prevention: [Prevention]
Onboarding and offboarding
Joiners and leavers.
- New starter IT welcome Snippet Day one instructions. Hi [Name], Welcome to [Company]! On your first day: 1. Collect your laptop from [Location] 2. Sign in with…
- New starter request Snippet Manager requests setup. New starter Name: [Name] Role: [Role] Start date: [Start date] Manager: [Manager] Device: MacBook Air…
- Leaver checklist Snippet Offboarding tasks. Leaver: [Name], last day [Last day] - [ ] Disable account at end of day - [ ] Transfer files to [Manager] -…
- Leaver notice to user Snippet What happens to their accounts. Hi [Name], Your accounts will be switched off at [time now] on [Last day]. Please move anything personal off…
- Role change access Snippet Adjusts access on a move. Hi [Name], Congratulations on the new role! We have added access for [New systems] and will remove [Old…
- Contractor access Snippet Time-boxed access for contractors. Hi [Name], Your contractor account is active until [End date]. Access: [Systems]. Please do not store…
Ticket replies
Everyday helpdesk responses.
- Ticket received Snippet Auto-style acknowledgement. Hi [Name], Thanks, we have your request [Ticket number]. Priority: low. Expect a reply within [time now].
- Need more info Snippet Asks for details. Hi [Name], To help, could you tell me: - Your computer name ([Where to find]) - The exact error message -…
- Remote session Snippet Books remote support. Hi [Name], I can connect to your computer to fix this. Are you free at [time now]? I will send a session…
- Fixed, please test Snippet Asks to confirm a fix. Hi [Name], I think this is fixed. Could you try again and let me know? I will close the ticket in 2 days if…
- Ticket closed Snippet Closing message. Hi [Name], Closing ticket [Ticket number] as resolved. Reply within 7 days to reopen it.
- Wrong queue Snippet Redirects the request. Hi [Name], This is handled by [Team], so I have passed it to them. They will reply directly.
- Out of scope Snippet Personal device request. Hi [Name], We can only support company devices, so I cannot help with your personal [Device]. [Alternative]…
- Waiting on vendor Snippet Third-party dependency. Hi [Name], We have raised this with [Vendor] (case [Case number]). I will update you as soon as they respond.
Security awareness
Short reminders that keep people safe.
- Phishing tip Snippet Monthly tip. Security tip: before clicking a link, hover over it to see where it really goes. If the address looks odd,…
- Report suspicious email Snippet How to report. Got a suspicious email? Do not reply or click. Use the Report button or forward it to [Security email].…
- Lock your screen Snippet Reminder. Reminder: lock your screen when you step away. On Mac press Control, Command and Q.
- Public Wi-Fi Snippet Travel safety tip. Travelling? Use the VPN on public Wi-Fi, and avoid charging from public USB ports; use your own plug.
- Training due Snippet Mandatory training reminder. Hi [Name], Your security awareness training is due by [Due date]. It takes about [time now]: [Link]
- Data classification Snippet How to label files. Reminder: label files as Public when you save them. Restricted data never goes in personal apps.
IT documentation notes
Runbooks and records.
- Runbook Note Step-by-step procedure. System: [System] Owner: [Owner] Last tested: [today] When to use this Steps 1. 2. Rollback 1. Contacts -
- Asset record Note One device. Asset tag: [Asset tag] Model: [Model] Serial: [Serial] Assigned to: [User] Purchased: [Purchase date]…
- Change request Note Records a planned change. Change: [Change] Risk: Low Window: [Window] Why Plan 1. Rollback Approved by
- Vendor contact sheet Note Who to call. | Vendor | Service | Contact | Contract ends | | | | | | | | | | |
- Network diagram notes Note Describes the network. Sites - Internet links Firewalls Wi-Fi networks VLANs
- Post-incident review Note Blameless review. Incident: [Incident] Date: [today] Timeline - What went well What went wrong Actions - [ ]