Guide to Opening a Support Ticket for Quick and Successful Resolution

1. Clear and Detailed Description

• Provide a thorough description of the issue you’re experiencing. Clearly explain:

  • What the problem is
  • The steps that led to the issue
  • Any error messages received
  • Actions already taken to troubleshoot
• This will help the support team understand the issue and expedite resolution.

2. Indicate Priority and Urgency

• Let the support team know the urgency of your issue:

  • Is it critical and blocking work, or can it be addressed within normal support hours?
  • This will help the team prioritise their workload appropriately.

3. Provide Supporting Documentation

• Screenshots: If you are including screenshots, ensure they capture the entire window, not just a portion of the screen. This helps the team see the full context of the issue.
• URL: Always include the URL where the issue occurs. This provides direct context for the team to identify where the problem is.
• Browser Information: Mention which browser you are using (e.g., Chrome, Firefox, Safari), and include the version if possible. This helps in identifying browser-specific issues.

4. Account and Device Information

• Provide details on the account you’re trying to access (e.g., user role, account type).
• Indicate if the issue is happening only for you or if the whole team is affected.
• Mention whether you’ve tried accessing the system on a different device, in an incognito window, or after clearing your browser cache. This helps to rule out local issues and narrow down potential causes.

5. Content-Related Best Practices

• When submitting a request for content changes, please follow these guidelines:

  • Exact URL: Provide the exact URL where the change needs to happen.
  • Specific Location: Clearly specify where the change should take place on the page (e.g., header, footer, specific content section).
  • Assets: Attach all the assets (images, text, links) that are required for the change to be implemented. Make sure everything is ready and available to avoid delays.

6. Effective Communication and Follow-up

• Respond promptly to any follow-up questions from the support team, and provide additional information if requested.
• Keep the ticket updated with any new developments, and let the support team know if the issue persists or changes.
• Clear and timely communication helps maintain a smooth process and speeds up the resolution.

7. Provide a Screen Recording or Video (If Possible)

• If the issue is something that can be visually demonstrated, providing a screen recording or video can be extremely helpful. This allows the support team to see exactly how the issue occurs and reproduce the problem on their end.
• You can use tools like Loom, or even your device’s screen recording feature to capture the issue and share it with the support team.

Summary of Best Practices for Ticket Submission:

• Detailed Description: Include all relevant details about the issue and troubleshooting steps.
• Indicate Priority: Specify the urgency to assist with prioritization.
• Supporting Documentation: Attach full-window screenshots, provide the URL, and include browser details.
• Account and Device Details: Mention the account, device, and if the issue affects others.
• Content Requests: Provide the exact URL, specify the location of the change, and include all necessary assets.

• Clear Communication: Respond quickly and keep the ticket updated.

  
  

By following these guidelines, you can help ensure a fast, effective resolution for your support tickets.