Every IT professional knows that helpdesk requests tend to fall into familiar patterns. The names of the users change, the companies vary, and the technologies evolve, but the problems themselves are strikingly consistent.
Day after day, Level 0 and Level 1 support teams field the same types of issues: some simple, some frustrating, but all essential to keeping employees productive. Understanding these common challenges is the first step toward solving them more effectively — and, increasingly, automating them.
1. Password Resets & Account Lockouts
The most frequent request, year after year. Employees forget passwords, accounts get locked, and productivity grinds to a halt until access is restored.
2. Network Connectivity Issues
Whether it’s a Wi-Fi drop or a complete lack of internet access, network problems remain one of the most disruptive and common tickets.
3. Email & Calendar Problems
Email outages, missing messages, and calendar sync failures continue to be a top source of user frustration and helpdesk activity.
4. Printing & Peripheral Issues
Despite the shift toward digital workflows, printers and peripherals still account for a steady stream of support calls.
5. Software Installation & Access Errors
Employees often struggle with permission restrictions, failed installs, or applications that won’t launch without IT intervention.
6. System Performance Complaints
“Everything is slow” remains a catch-all ticket. Whether caused by overloaded systems, misconfigurations, or background processes, performance issues regularly hit the helpdesk queue.
7. Hardware Failures
From devices that won’t power on to broken monitors, hardware problems require immediate triage and often hardware replacement.
8. VPN & Remote Access Troubles
With hybrid and remote work here to stay, VPN connectivity problems and remote access issues continue to generate high volumes of requests.
9. File Access & Permissions
Access denied errors and requests for permission changes are a daily occurrence, often interrupting workflows until resolved.
10. Video Conferencing Issues
Virtual meeting platforms like Zoom, Teams, and Meet have become critical infrastructure — and when audio, video, or connectivity fails, IT hears about it right away.
How Automation Changes the Equation
The reason these issues appear so frequently is because they’re universal. But frequency doesn’t mean they should always require human intervention. Many of these common requests can be handled more efficiently — and more consistently — through automation.
Take access requests as an example:
- A user requests access to a system.
- Automation connects to the company’s identity provider (Okta, Microsoft Entra, etc.) to identify the user’s manager.
- The manager receives an automated approval request.
- Once approved, permissions are updated in the IDP automatically.
What used to require multiple tickets, manual approvals, and time-consuming administrative work can now happen seamlessly, without bottlenecks.
Conclusion
The most common helpdesk issues aren’t going away — but the way we respond to them can evolve. Automation can remove friction from repetitive processes, accelerate resolution times, and free IT teams to focus on higher-value projects.
The real opportunity lies not just in solving tickets faster, but in reimagining IT support so that many tickets never need to exist at all. That’s the promise of automation — and the reason forward-looking IT teams are embracing it today.
