Submitting a clear and accurate support ticket assists the support team in pinpointing the issue you have encountered, which can drastically reduce the time to resolution. To diagnose and fix the problem, the support team needs detailed information to reproduce the same error you received. The ones who write good tickets get their issues resolved first (often times closing the issue with the first response from the engineer), the ones who write "bad" tickets generally have a back and forth exchange. The more specific you are, the faster the support team can get you back in business.
A great, informative support ticket answers several questions. Here are the five questions you should ask and answer when submitting a ticket.
- How urgent is this issue? Write down your contact information and relative priority of the issue against other outstanding requests.
- Where did the error occur? .
- What did you expect to happen? Provide details on what you expected to happen versus what actually happened.
- Did you attempt to fix the problem? If you attempted to trouble-shoot, provide the steps you took and their results.
- What did it look like on your screen? Provide documentation, details and screenshots when possible.
Check to see if you answered all of the questions above. Add any additional information that might help the support team and send.