This article explores best practices for creating support tickets that communicate your concerns accurately and streamline the resolution process. Here are some best practices to follow:
Submit Only One Issue Per Ticket
- This allows for clear and focused communication between the submitter and the support team. Focusing on one issue enables the support team to concentrate on investigating, communicating, and resolving one specific issue without the distraction of unrelated problems.
- This will also eliminate the possibility of individual issues falling through the cracks or not being prioritized correctly.
Be Descriptive
The more specific the description is, the better. Well-defined and comprehensive details will help the support team investigate your ticket more efficiently. Here is some information you should include:
- Description of the issue – describe the problem, unusual behavior, or bug.
- Add Visuals – screenshots, video recordings, links, and anything that provides visual reference.
- Expected vs actual result – describe the experience. What are you seeing vs what you expect to see
Keep Responses Within the Original Ticket
This helps the support team to maintain a centralized and organized communication thread, otherwise, communication will be fragmented across different tickets leading to a loss of context and inefficient communication.
If you would like more information on Support Ticket priority levels, click here.