Whether you need help NOW or your request is lower in priority, there are some key points to submitting a GOOD support ticket. Submitting a ticket with clear, comprehensive, yet brief information can be the difference between a smooth and swift resolution or one that can take days.
Before you submit a new ticket, it’s always important to review your open tickets to make sure there isn’t already one open with the same issue. Creating duplicate tickets will most often delay the process, rather than getting the issue resolved faster.
Subject lines should be clear, concise, and direct to the point. This helps your support agent to move quickly to get you the help you need. It reveals the context of your issue.
Avoid using “HELP!” or “IT’S BROKEN!”.
Although this clearly communicates that you have encountered a problem, it doesn’t provide any details to allow support to begin the process of routing your problem to the right person that can help you.
Try using something like, “Urgent- Site is down” or “Cannot log into system”.
Choosing the right priority for your issue is one of the most important details that you’re providing in your ticket request. It immediately tells your support team how quickly they need to get you the help you need, whether or not to call for additional technical support members for help or to follow the normal, standard process of resolution.
When you submit a ticket with "Urgent" priority, it sets off an alarm for the agent responsible for routing the ticket. They immediately start working speedily to get your issue resolved as quickly as possible. This typically means they are alarming their team to stop what they are working on to assist in fixing your problem. Choosing “Urgent” for all your ticket requests, when in fact they aren’t “Urgent” issues can desensitize your support team to the Priority line altogether.
Give a full, DETAILED, description of your issue. The more details you can provide about the issue you’re having the more armed we will be to solve your problem.
When able, provide the exact URLs of pages where you are experiencing the problem or where new functionality should be placed.
Also include screenshots, browser type/version, and the exact error message you received (screenshots work GREAT), for reference. This will eliminate technical support from making assumptions or adding additional time with trial and error.
If possible include a list of steps that you were taking when you experienced the issue and what the expected results should have been. Providing these details will help technical support pinpoint the location of the bug, what is causing the problem, and what they need to do to fix it.
LOFT wants to be the best in solving all your ticket requests. We are dedicated to delivering you the peace of mind that you deserve. Using these helpful tips when submitting your support tickets will help us do just that. We are on YOUR team! So let’s keep our communication proactive and positive!
Author: Angie Passmore, Customer Success Manager, firstname.lastname@example.org