In this article, we will explore best practices to help you create support tickets that not only communicate your concerns accurately but also streamline the resolution process.
Here are some best practices to follow:
Submit Only One Issue Per Ticket-This allows for a clear and focused communication between the customer and support team. Focusing on one issue enables the support team to focus on investigating, communicating and resolving one specific issue without the distraction of unrelated problems.
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.*Visual Proof - screenshots, video recording, shipment link or anything that provides visual reference.
*Expected vs actual result - describe the actual experience. What are you seeing vs what you should be seeing.
Sample:
I would like to report that the full out date for shipment XXXX (insert shipment link) is inaccurate (10/02). The correct full out date is 10/01, and I kindly request your prompt correction of this discrepancy. See screen shot below:
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.
See related article: Methods of Contacting Our Support Team