How to Create Great Support Tickets: A Guide for Faster Resolutions
Introduction
Most of the time when you create a new support request, its the last thing you want to be doing.
Specially when you have heaps of other work to be doing. So its natural to speed through it as quick as possible. For example ‘printer not printing,’.
However, with just a few more words and a few minute more, you can get this ticket solved way faster. If you keep these 5 tips in mind when creating a support request, it help use get to the bottom of the issue much faster, which will allow you cross that extra job off your list and get back to work.
1. Be Specific in the Subject Line
A clear subject line helps us know what we're dealing with from the get-go. Instead of saying "Issue," try "Printer not connecting to Wi-Fi."
2. State Your Objective
Let us know what you hope to achieve. Instead of saying, "My software is slow," you could say, "I'd like to improve my software's speed."
3. Include Necessary Details
Tell us as much as you can about the issue. For example, instead of just saying, "My emails are down," you could elaborate: "I haven't been able to receive any emails on user@example.com since 10 am this morning. I'm using my main office computer."
4. Attach Helpful Files
Sometimes a screenshot or a log file can paint a thousand words. Feel free to include these, but make sure to explain what they are. This can expedite the resolution process significantly.
5. Use Bullet Points for Multiple Issues
If you're experiencing more than one issue, bullet points can be your friend. It helps us parse through the problems more efficiently.
Conclusion
Creating a great support ticket is a win-win for everyone. You get your issues sorted quicker, and we're able to assist you more efficiently. Keep these tips in mind, and you'll find yourself spending less time troubleshooting and more time getting on with your day.
Posted at 15 September 23
