Writing Support Tickets

B1 · Intermediate1 hr 7 minIT & TechnologyLesson 4 of 8 · Outline

Aims

Goal: write a support ticket so complete that the next engineer can start fixing the problem without asking you a single follow-up question.

The lesson, stage by stage

  1. Warm up5 min

    Warm-up: The ticket that needs no questions

    2 warm-up questions

  1. Reading10 min

    Reading: Writing Effective Support Tickets

    Read a 182-word text about Writing Effective Support Tickets

  2. Vocabulary8 min

    Vocabulary: Support Ticket Vocabulary

    7 items

  3. Reading10 min

    Reading: Two model tickets, written in full

    Read a 315-word text about Two model tickets, written in full

  4. Practice7 min

    Practice: Fix the Ticket Language

    Error-correction exercise, 5 items

  5. Practice7 min

    Practice: Build Ticket Sentences

    Word-ordering exercise, 5 items

  6. Dialogue10 min

    Dialogue: Creating a Ticket Together

    Role-play: You're on a call with a user. You need to gather information to create a well-structured support ticket. (8 lines)

  7. Discussion10 min

    Discussion: Your mission: the complete ticket

    3 discussion questions

Open the full lesson

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Target vocabulary

In a Tuton account these words become your student's vocabulary deck, so they come back in practice between lessons.

ticketpriorityseverityassignresolutionSLAescalate

This plan comes from the Tech Support & Troubleshooting course in the Tuton library. Browse all free lesson plans.