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 customer 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 are 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.
Utilizing the Help Center to Manage Tickets
Responses from Support Specialists are sent via email, however, these can sometimes get lost in busy Inboxes, resulting in missed responses, questions, or resolutions. You can use the My Activities menu to track and comment on your open cases as well as view case history.
To track or update your support requests:
Click your profile icon on the upper-right side of the Help Center page and then activities
By default, the page displays all requests that you have submitted
There are additional options to review requests you are cc'd on and all requests submitted by your Organization.
These options may require additional security configurations. Please reach out to support if you need additional access