How to write an informative ticket request

Writing a clear and detailed support ticket speeds up the process. It saves us a lot of time in going back and forth and as a result, we can help you be on your way to reaching your goals.

1. Don’t panic.

Before you write a support ticket, try to stay calm. You might find this piece of advice silly, but staying calm helps you to explain your issue in a systematic manner. When you do, it also allows us to solve the problem as efficiently as possible.

2. Write a concise subject line.

The subject line is the most important part of your support ticket. Why? Because it helps in telling us right off the bat what your concern is.

Here are two subject lines. Which one do you think is the best?

1. Need help ASAP!!!!
2. Need help! I got charged a monthly fee

Without a doubt, subject line B is the best. Both subject lines show a sense of urgency, but the subject line B also reveals the context of the message.

Concise subject lines are short and direct to the point. These are the subject lines that help us help you address your issue right away. Also, when you describe the problem in the subject line, it makes it easier for us to prioritise it, especially if your issue is severe.

3. Use the correct category.

Another way that we can prevent frustration on your part is by providing different problem categories you can choose from.

Choosing the category that best identifies the nature of your problem allows us to route your ticket to our team members who specialise in this. We’ll know right away whom to assign your ticket to based on their related skillset.

4. Give a full description of your problem.

Now comes the meat of your support ticket. We can’t stress this enough. The more details in your support ticket, the better we can help. You see, a lot of people want help but fail to include the necessary information needed to make the rest of the process seamless. We may not need every single detail, but we definitely need you to include the right ones.

Here’s what a detailed and honest description should include:

• Brief introduction of yourself - It really helps to know who we’re dealing with. Be sure to include your full name and email address that’s connected to your account.
• Your end goal - What did you want to accomplish before the issue happened? An example would be, “I was about to [end goal] when [problem]...”
• Technical details - Basic details include the web address or URL where the error occurred, the device you used, and your operating system and browser version.
• Time and frequency of the issue - Your issue may have happened in the morning, evening, and it may have happened more than once. We have logs, so make sure to specify the time it first occurred and if the issue persisted.
• Whether you tried to fix the issue - If you took the initiative to troubleshoot the problem, what steps did you take? Did you try the app on a different computer to see if it works? What was the result?

5. Add a screenshot or screen recording.

To back-up your description, we would greatly appreciate if you uploaded a screenshot or screen recording showing the issue. Visuals can speak louder than words.

You’ll want to make sure that your visuals elaborate the description.

It’s very simple to take a screenshot or screen recording. If you want a screen recorder that works for both Mac and Windows, we recommend using Loom. It’s reliable, simple-to-use, and comes with internal audio so you can explain your issue while recording your screen. You can get it for free.

Additional Tips to Remember

As you can see, submitting a support ticket that gets results doesn’t have to be hard. Before you get started, here are some more advice to keep in mind:

1. Keep your issue in support.

Keeping your message within the ticketing allows us to see a full history of the ticket, therefore providing much need context.

Sending information from different sources such as Teams, Email etc can make it difficult to keep on top of the most recent developments.

2. It’s fine to reach out after 24 hours.

Know that we’re always doing our best to ensure timely responses. The last thing we want is to keep you waiting.

However, there are certain instances where we need to reach out to third parties, and therefore responses may be delayed as we await a response. We will do our best to commincate if we forsee a delay in a resolution.

We're very happy to receive follow ups, especially if you have further infoamtion that may help us resolve the issue.

Rest assured that we’re working hard to keep you updated as new infoamtion comes to light.

3. Don’t create more than 1 ticket for the same issue.

Last but not least, avoid creating duplicate tickets for the same issue. Duplicates will only delay the process. Instead, check your ticket status.

Conclusion

Whilst it may appear that we are not actively looking at your ticket, please rest assured that behind the scene's we trying our best resolve your issue.