Best Practices for responding to tickets
A Guide to Effective Email Responses for Our Ticket System
If support tickets are filling up your inbox, you're not alone. This guide offers a straightforward approach to efficiently managing your support interactions with us, ensuring quicker resolutions and fewer non-essential support tickets.
Ticket Number in Subject Line
Reply within the existing email thread to keep all related communications linked to a single ticket. This stops new tickets from being created and allows us to see your responses faster. New tickets can take longer to get to than just responding to already created tickets.
If include the ticket number in your email subject line when you reply, our system will link your response to that existing ticket. This will stop the creating of new tickets, so you have fewer overall tickets. No need for two tickets when one will do.
Stick to the Email Thread
Reply within the existing email thread to keep all related communications linked to a single ticket. This stops new tickets from being created and allows us to see your responses faster. New tickets can take longer to get to than just responding to already created tickets.
Add more details where possible
We often receive support tickets saying, "my emails aren't working." That's a start, but it usually means we have to ask a few more questions to understand the issue fully, taking up more of your time. Providing a bit more context from the get-go can make the resolution process quicker.
For example, consider saying, "I haven't been able to access my work emails on user@example.com since 10 am yesterday. I'm signed in as user7 on my main office computer." Giving us the specific email account, your user ID, and the computer you're using allows us to get straight to solving your problem, cutting down your wait time. Providing any screenshots can help even more.
Clarify Your Attachments
Screenshots or other attachments can make a world of difference in helping us understand your issue. However, they're most useful when accompanied by some context. If you're sending over attachments, make sure to clarify what they're showing within the email body. Knowing what we're looking at in advance helps us get to the root of the issue more quickly.
Consider Turning Off Email Signatures
If it's easy for you to disable your email signature when sending support emails, please do. This reduces the clutter in ticket notes and responses, helping us zero in on the essential information faster.
Resolution Confirmation
A quick message to confirm that an issue is resolved helps us know we can close the ticket. This keeps the ticket system tidy and more efficient for future interactions.
Conclusion
By following these simple tips when replying to our support emails, you're not only helping us solve your issues faster but also reducing the number of overall tickets in your inbox. It streamlines the process on both ends, saving you time and frustration in the long run.
Posted at 15 September 23
