Even with today’s advanced tech, everyday IT glitches are still a fact of life for businesses. In fact, over half of companies expect support ticket volumes to rise in the coming year[1]. From frozen screens to email errors, help desk teams see the same issues crop up again and again. The good news? About 50% of those issues have simple fixes that you or your employees can handle without calling IT every time.
In this guide, we’ll count down the top 10 most common IT help desk tickets and highlight how users can fix five of them on their own. Solving minor problems in-house not only restores your productivity faster – it also frees up your IT support to focus on the bigger, trickier problems. Let’s dive in!
Password Reset Requests
It’s no surprise password problems are the #1 help desk ticket. One survey found password resets and account lockouts make up 51% of all help desk tickets[2][3]. We’ve all been there: you forget your password (or get locked out after too many tries) and can’t log in to an essential system. Frustrated users often freeze when they can’t access their accounts and immediately call IT for help.
How to Fix It Yourself: Before submitting a ticket, look for the “Forgot Password” self-service option on the login screen. Most apps and systems provide a password reset link – use it to set a new password via email or SMS confirmation. This quick self-service step often resolves the issue without involving IT. In a business environment, some IT departments even set up automated password reset tools or portals for employees. Pro Tip: Use a password manager or a memorable passphrase system to avoid getting locked out in the first place. Given that 52% of people lose track of passwords at least once a month[4], a little password management goes a long way! If you’re completely locked out of your work account (e.g. Windows account locked due to policy), you may still need to contact the help desk to verify your identity and get it unlocked. But for most application logins, a self-service reset is the fastest fix.
“I Can’t Connect to the Internet” (Network Issues)
Networking woes are another frequent complaint at the IT help desk. You sit down to work and suddenly the internet is down – no web pages loading, email offline, perhaps a Wi-Fi icon with an exclamation mark. Connectivity issues can have many causes (local router problems, ISP outages, or simply being on the wrong network). Fortunately, they’re often one of the easiest for users to troubleshoot.
How to Fix It Yourself: Go through a quick checklist whenever you can’t connect to Wi-Fi or internet:
- Check your Wi-Fi is turned on (it sounds obvious, but it’s common – especially on laptops with a Wi-Fi toggle key).
- Test other devices – are coworkers or a second device (phone/tablet) able to get online? If not, it might be a wider network outage.
- Check the router/modem status – are the indicator lights normal? If not, try restarting the router (unplug power, wait 10 seconds, plug back in). This often resets the connection.
- Wired connection? Ensure the Ethernet cable is securely plugged in. Try a different cable if you suspect it’s faulty.
Sometimes the solution is as simple as toggling the Wi-Fi or power-cycling the router to refresh the network[5][6]. If you’re still seeing “No Internet” after these steps – or if the connection drops frequently – it’s time to involve IT. There could be a larger network configuration issue or an ISP outage that they need to address.
Slow or Unresponsive Computer
A slow computer is the classic, vague complaint that every IT pro knows well. In fact, about 67% of employees experience device issues like sluggish PCs that hurt productivity[7]. You might notice your laptop taking forever to load programs, or an application freezing up and saying “Not Responding.” Performance issues can stem from many factors – too many background apps, not enough memory, an old machine, or even malware.
How to Fix It Yourself: Before you panic, try these quick steps to speed up a slow PC:
- Close unnecessary programs and browser tabs. If you have 20 tabs or several heavy applications open, your computer might be low on RAM. Shut down what you don’t need.
- Restart your computer. The classic “turn it off and on again” can clear out hung processes and memory leaks. IT support will often ask if you’ve rebooted – doing it first might save you a call[8][9].
- Check for updates. An out-of-date system can run poorly. Install any pending Windows updates or software patches – they often include performance improvements and fixes.
- Run a malware scan. Viruses or spyware can hog resources. A quick scan with your antivirus software (which your company should provide) can rule out malware as the culprit[10][11].
Users are often surprised how often a cluttered system or simply too many apps at once is the issue[12][13]. If you’ve tried the above and your computer is still crawling, it could be a deeper problem – like a failing hard drive or not enough RAM for your needs. At that point, escalate to IT so they can diagnose hardware issues or upgrade your machine. But in many cases, a quick reboot or cleanup will get you back up to speed.
“My Printer Won’t Print”
Printers have a notorious reputation in office life, and indeed printer issues are one of the most common IT tickets (often the second-biggest headache after passwords)[14]. You clicked “Print” – and nothing happens. Or the printer spews out gibberish, or refuses to connect. Users report errors like “Printer not responding”, blank pages, or “out of ink” warnings that stop their print job. The causes range from connectivity and driver problems to good old-fashioned paper jams.
How to Fix It Yourself: Many printer problems can be resolved with basic troubleshooting:
- Check the basics: Is the printer powered on? Is the USB or network cable securely connected (or Wi-Fi signal strong, if it’s a wireless printer)? It’s amazing how often the device was simply off or disconnected.
- Look for error lights or messages: Many printers have indicator lights or touchscreen messages (e.g. “Jam in Tray 2” or “Low Toner”). Follow any prompts – add paper, replace ink/toner, clear the jam – then try again.
- Verify you’re printing to the right printer: In an office with multiple printers, ensure you sent the job to the correct device. Double-check the selected printer name in your print dialog.
- Restart the printer: Turn it off, wait a few seconds, and power it back on. This can reset any temporary glitches. Also, if it’s a network printer, restarting it might re-establish the connection.
If printing issues persist after these steps, the problem could be deeper – for example, a corrupted driver or a network configuration issue. At that stage, report it to IT. They might need to reinstall the printer driver/software or replace a faulty component. But often, a quick check of power and paper can save you from submitting a ticket. (Bonus tip: For wireless printing from mobile devices, make sure your device is on the same Wi-Fi network as the printer, or properly paired via Bluetooth, as applicable.)
In practice, Pinpoint Tech would perform a network assessment to identify chokepoints. If we find an overtaxed wireless AP with 40 devices on it, we might install an extra AP and load-balance the connections. Or if the core switch is peaking at 100% utilization every afternoon, we investigate what’s causing the surge (maybe an automatic cloud backup) and mitigate it (reschedule backups or increase the switch’s uplink capacity). By relieving network congestion, you’ll notice a more stable, speedy network even during the busiest times.
Email Problems (Send/Receive Issues)
Email is the lifeblood of business communication, so when email issues strike, they’re urgent. Common complaints include: “I can’t send emails”, “I’m not receiving new emails”, “Mail server not available”, or an employee can’t open an email attachment. These issues can be caused by anything from server downtime to mailbox capacity or security settings. Email-related troubles are another frequent cause of help desk tickets[15].
How to Fix It Yourself: If your Microsoft Outlook or other email client is acting up, try the following:
- Check your internet connection first. A dropped connection will prevent sending/receiving email (see #2 above). If you’re offline, email won’t sync.
- Make sure you’re logged in and not locked out. Sometimes email stops syncing if your password expired or changed. Ensure you’re using the correct credentials and that your account is in good standing (not suspended for security reasons).
- Look for error messages. If Outlook says “Disconnected” or “Working Offline,” go to the Send/Receive tab and ensure “Work Offline” is toggled off. If you see a specific error code, note it for IT.
- Check mailbox size limits. If your inbox is full, you may not receive new messages. Similarly, if you’re trying to send a very large attachment, it might exceed size limits. Deleting some old emails or compressing attachments could help.
- Attachments won’t open? Save the file to your computer first, then open it with the appropriate program. Sometimes the preview fails, but the file is fine once downloaded[16][17]. Also ensure you have the right software for that file type (e.g., install Adobe Reader for PDFs).
If these steps don’t resolve the email issue, there might be a server-side problem (for example, the company’s mail server could be down or there’s a broader network issue). In case of persistent email trouble or suspected email account compromise (e.g., you’re getting bounce-back messages about spam you didn’t send), call IT. They may need to check the mail server, reset your account, or scan for security breaches. But often, minor email hiccups – like an offline mode or full mailbox – can be fixed on your own in a few minutes.
Software Installation or Update Errors
Installing new software (or updating existing applications) is a common need – and when it goes wrong, the help desk hears about it. You might encounter an installer error, a software compatibility warning, or simply not have permissions to install something on your work PC. Installation and update requests regularly show up in ticket logs[18], since many companies restrict admin rights for security reasons. This can be frustrating when you need a tool now.
How to Fix It Yourself: In a managed business environment, users often can’t fully solve install issues alone (especially if you lack admin privileges). However, a few tips might help:
- Close other programs before installing. This frees up resources and avoids conflicts (for example, an Outlook update may fail if Outlook is still running).
- Reboot and retry. If an update errored out, restart your computer and try running it again. Sometimes a fresh start clears whatever caused the hiccup.
- Check your storage space. Ensure your hard drive isn’t completely full – lack of disk space can cause installations to fail.
- Read the requirements. If a software says it needs, say, Windows 10 and you’re on Windows 8, or requires 8 GB of RAM and you have 4 GB, it may not install or run correctly. Make sure your system meets the software’s needs.
- Use company portals if available. Your IT team might provide a self-service software portal or company app store with pre-approved software. Using that can automate the install without needing admin rights.
If you try the above and still hit a wall, you’ll need to involve IT. They can use admin credentials to install the software or identify if a deeper issue (like registry errors or group policy restrictions) is blocking the process. It’s important not to force unknown fixes (like downloading software from unverified sources) – you might inadvertently introduce security risks. When in doubt, escalate to your IT support so they can safely get the software installed or updated.
Lost or Deleted Files
“I can’t find my file!” or worse, “I accidentally deleted that important document!” – this nightmare scenario happens more often than you’d think. In the heat of work, it’s easy to misplace a file on the server or mistakenly hit delete. Panicked employees call IT hoping their file can be recovered. Indeed, file retrieval and data recovery requests are a staple of help desk work[19][20]. If there’s a backup system in place, IT might restore the file – but if not, it becomes a frantic race to recover what’s lost.
How to Fix It Yourself: Start with some immediate self-help for missing files:
- Search your Recycle Bin (Trash). If you deleted the file recently, it often sits in the Recycle Bin. A simple restore from there can save the day.
- Use search on your computer or cloud drive. Maybe the file wasn’t deleted at all – it could be misplaced in a different folder. Use keywords from the filename to search your entire drive or cloud storage. You might locate it in an unexpected location.
- Check cloud backups or Version History. If your company uses cloud storage (OneDrive, Google Drive, Dropbox, etc.), check if the file is stored there. Many cloud services have a file recovery or version history feature that allows restoring a previous version or a deleted file (within a certain retention period).
- Ask a colleague. If it was a shared file on a network drive, someone else might have a copy or could have moved it.
If the file truly seems gone and it’s mission-critical, notify IT immediately. The sooner they know, the better the chance of recovery – they can check server backups or use specialized recovery tools if the data is on a local drive. This issue underlines why regular backups are crucial for businesses[21][22]. To prevent future file-loss crises: save important work to shared drives or cloud services that get backed up, and keep your own periodic backups for critical data.
Blue Screen of Death (System Crash)
Encountering the dreaded “Blue Screen of Death” (BSOD) is every Windows user’s fear. One moment you’re working, next your screen turns solid blue with a cryptic error message and your system abruptly restarts. A BSOD signifies a serious system crash – often related to a hardware driver failure or OS bug – and it feels catastrophic. Many users assume their computer has irreparably broken when they see that blue crash screen[23][24]. They usually have no choice but to call IT in a panic.
How to Fix It Yourself: First, don’t panic – a blue screen crash isn’t usually as bad as it looks. In many cases, you can simply restart the computer and it will come back fine[25][26]. The system likely halted to prevent damage, but a reboot often clears the issue if it was a one-time glitch. After restarting, observe: if the BSOD does not recur, you can continue working (but mention it to IT later so they can check the error logs).
If it does happen repeatedly, note any error code or message on the blue screen (e.g., “STOP CODE: DRIVER_IRQL_NOT_LESS_OR_EQUAL”). Jotting down that code helps IT pinpoint the cause – whether it’s a bad driver, failing memory, or other hardware issue. Advanced users with guidance can try booting into Windows Safe Mode (which loads minimal drivers) to see if the system stays stable, and perhaps roll back any recently installed drivers or updates that might have triggered the crash. However, for most employees, a recurring BSOD is a clear sign to involve IT. They will run diagnostics to identify the root cause and fix it (such as replacing faulty RAM, updating a buggy driver, or removing conflicting software).
In short: One random blue screen? Reboot and you might be okay. Frequent blue screens? Call the professionals. And always save your work frequently – just in case!
Hardware Malfunctions
Not all tech troubles are software-related – sometimes the hardware itself fails. Common hardware-related tickets include: “My computer won’t turn on”, “My monitor is blank”, “My keyboard/mouse isn’t responding”. Hardware can fail due to physical damage, wear and tear, power surges, or manufacturing faults[27][28]. For example, a PC might have a bad power supply, a laptop screen might go black, or a printer might have a mechanical failure. When something won’t physically work, users understandably reach out to IT for a fix or replacement.
How to Fix It Yourself: There’s limited scope for DIY fixes on true hardware failures, but do some basic troubleshooting before assuming a device is dead:
- Check power and connections. For a PC that won’t turn on, is it plugged in securely to the outlet or power strip? Try a different outlet. For a battery-powered device, is the battery charged? For peripherals (mouse/keyboard) check the cable or wireless receiver. A loose plug can mimic a “dead” device.
- Swap or test components. If your monitor shows “no signal,” it might be the PC or the cable at fault. Try connecting a different monitor or cable if available, or connect your monitor to a different computer to isolate the problem. Similarly, test a “faulty” keyboard on another machine – if it works there, the issue might be your USB port, not the keyboard.
- Listen and look for clues. Strange clicking or beeping sounds from a PC can indicate hardware issues. An odor of burnt electronics is a bad sign (unplug it immediately). Blink codes or diagnostic lights on a device (if present) can hint at what’s wrong (consult the device manual or Google the pattern).
If the hardware is truly failing (and not just unplugged), it’s not advisable to open up work devices on your own (unless you’re specifically trained or authorized). After the basic checks, report hardware problems to IT. They can arrange repair or replace the equipment. Many businesses keep spare components (monitors, drives, etc.) to swap in quickly. The IT team will also handle warranty claims if applicable. While you wait, see if you can use a loaner device to continue work. Hardware issues can be disruptive, but quick identification and replacement is the cure.
Security Scares (Virus or Phishing Suspicions)
Every so often, an employee clicks a shady link or a computer starts acting weird, and the alarm bells go off: “I think I have a virus!” or “Did I just get hacked?”. Security-related tickets – like suspected malware infections, antivirus alerts, or phishing email incidents – are taken very seriously (for good reason). A malware outbreak can have serious consequences for the company, from data loss to financial damage[29][30]. Even if it turns out to be a false alarm, IT would rather you err on the side of caution and report anything suspicious.
How to Fix It Yourself: If you suspect a virus or security issue, your first step is to stop and contain it:
- Disconnect from the network. If you think your computer is infected (ransomware, etc.), immediately unplug the network cable or turn off Wi-Fi. This prevents potential spread to shared drives or other systems[31].
- Run a malware scan. If you have an up-to-date antivirus or anti-malware program, run a full system scan right away. Sometimes the antivirus can identify and quarantine the threat on the spot.
- Don’t click further. In case of a suspected phishing email or rogue popup: do not click any more links or download anything else from that source. If a strange popup asks you to “install this” or “call tech support,” ignore it (and definitely don’t call any number it gives – that’s a common scam).
- Change any exposed passwords. If you accidentally entered your credentials on a phishing site, go to a safe computer and change that password (and any similar passwords on other accounts).
After taking those precautions, notify your IT team immediately. They will likely perform a deeper investigation: running specialized cleanup tools, checking if any data was compromised, and possibly restoring the machine from a safe backup image. They may also send out a warning to other staff if the threat could be more widespread (for example, if a phishing email went to many people). Pro Tip: Regular cybersecurity training and good antivirus software are key to minimizing these incidents. If you’re ever unsure about a suspicious email or popup, it’s wise to contact IT before clicking. It’s easier to prevent malware than to clean it up!
As we’ve seen, the IT help desk’s “greatest hits” include a mix of simple problems and serious issues. The first five on our list – password resets, internet connectivity, slow PCs, printer glitches, and minor email issues – are things that users can often fix themselves with a little know-how. By empowering your team with basic troubleshooting skills (and tools like self-service password reset portals and knowledge base articles), you can resolve those everyday annoyances faster and keep everyone productive[32][33].
For the bigger problems – major crashes, hardware failures, security incidents, or anything you’re not comfortable handling – it pays to have responsive IT support in your corner. A good managed IT services provider will not only fix those issues promptly but also put measures in place to prevent them (like proactive maintenance, updates, and cybersecurity safeguards).
Conclusion
Bottom line: Save your help desk (and yourself) time by DIY-ing the quick fixes, and let IT tackle the tough stuff. If your small business is overwhelmed with tech issues or you want to reduce downtime from recurring problems, consider partnering with professionals like Pinpoint Tech. We’re the “friendly IT guys” who can manage your day-to-day IT needs, provide one-on-one support, and keep your technology running smoothly so you can focus on running your business. Contact Pinpoint Tech today to learn how we can help put these common IT headaches to rest for good!
FAQs
What are the most common IT support tickets?
While it can vary by organization, studies show the top IT help desk tickets include password reset requests (often the single most common issue), printer and paper jam problems, network or internet connectivity issues, email access or configuration problems, and PC performance complaints (like slow or frozen computers). Other frequent tickets involve software installation help, lost file recovery, hardware failures (broken devices), and security alerts (virus or phishing incidents). These tend to be the usual suspects in most businesses’ IT support logs.
Which IT problems can be fixed without an IT help desk?
Many everyday tech glitches can be resolved by users with some basic troubleshooting. For example, you can often fix a forgotten password by using a self-service “Forgot Password” link, or solve Wi-Fi issues by checking the router and connections. Slow computer? Try closing programs or rebooting. Printer not working? Check for paper, ink, and proper connection. Even some email issues (like an app in offline mode or a full mailbox) can be fixed on your own. The key is to try the simple fixes – like restarting devices, checking cables, and looking for on-screen options – before calling the help desk. You’d be surprised how many issues have a quick DIY solution!
What should I do before contacting IT support?
Before you call IT, run through a quick troubleshooting checklist: 1) Reboot your computer or device (a restart can clear many glitches). 2) Check connections – ensure power cords and network cables are secure, and Wi-Fi is on. 3) Try a second device – is the problem with one computer or all (e.g. one website won’t load vs. internet is out for everyone)? 4) Take note of error messages – if any popup or error code appears, write it down; it will help IT diagnose the issue faster. 5) For software issues, check settings or menus for anything obviously misconfigured. If you’ve done these and the problem persists, you’ll have helpful information to give IT. Also, doing basic checks first means when you do contact the help desk, you can say “I already tried X, Y, Z” – which helps them pinpoint the solution more efficiently.
How can businesses reduce the number of help desk tickets?
One of the best strategies is to empower users with training and self-help resources[34]. For example, train employees on basic troubleshooting (like the steps we discussed above) and common tools (email setup, Wi-Fi connection, etc.). Maintain a clear, user-friendly knowledge base/FAQ that staff can consult for quick fixes. Implement self-service tools such as password reset portals or automated software installers for standard apps. Additionally, keeping systems up-to-date and well-maintained prevents a lot of issues – regular updates, patches, and hardware upgrades mean fewer crashes or slowdowns. Finally, many businesses choose to use a managed IT services provider to handle proactive maintenance and monitoring. This way, potential problems are resolved before they turn into support tickets, and your in-house team (or small-business owner) isn’t bogged down with constant tech issues. Fewer avoidable tickets means your help desk can focus on more strategic support tasks, and overall productivity improves.
Sources
- Andrew Dennis – “13 Common Help Desk Tickets in 2025 (+ How to Solve Them)” (Whatfix Blog, Oct 2025)[35][1] – Describes rising ticket volumes (56% of enterprises expect more requests) and common issues (password resets remain top request).
- Emilie Skaug – “10 Most Common Help Desk Tickets (and How to Resolve Them)” (Insight Global Evergreen, 2023)[14][15] – Lists top 10 IT support tickets (passwords, printer issues, email issues, etc.) and their typical resolutions.
- Chatbees.ai – “23 Common Help Desk Problems and Solutions” (2023)[2][36] – Notes that password resets/lockouts can be 51% of tickets and discusses Blue Screen of Death causes and fixes.
- Pulse Technology – “10 Common IT Help Desk Tickets & 5 Ways to Make Their Job Easier” (Apr 2025)[13][21] – Shares common IT complaints (slow computers, lost files, “I think I have a virus”) with user-friendly tips (e.g. restart devices, importance of backups).
- Zendesk Customer Experience Trends Report – via Whatfix[37] – Highlights expected growth in support requests and the need for better self-service and IT planning.
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