Step 1 - Don’t panic.
Before you write a support ticket, try to stay calm. You might find this piece of advice silly, but staying calm helps you to explain your issue in a systematic manner. When you do, it also allows us to solve the problem as efficiently as possible.
Step 2 - Write a concise support ticket subject that is not vague
The support ticket subject is the most important part of your support ticket. Why? Because it helps in telling us right off the bat what your concern is.
- Need help ASAP!!!!
- Need help! I am unable to place an order
Although both are understood as urgent, Example 1 is not helpful, Example 2 also reveals the context of the problem. Without a doubt, subject line B is the best. Both subject lines show a sense of urgency, but the subject line B also reveals the context of the message. Concise support ticket subject need to be short and direct to the point.
Step 3 - Use the correct category
Another way that we can prevent frustration is by providing different problem categories. Choosing the category that best identifies the nature of your problem allows to route the support problem to team members who specialise in this. We’ll know right away whom to assign the support ticket to based on their related skillset.
Step 4. Give a full description of your problem.
Now comes the meat of your support ticket. I can’t stress this enough. The more details in your support card, the better the help.
You see, a lot of people want help but fail to include the necessary information needed to make the rest of the process seamless. We may not need every single detail, but we definitely need you to include the right ones.
Here’s what a detailed and correct description should include:
- Your end goal - What did the client want to accomplish before the issue happened? An example would be, “I was about to [end goal] when [problem]...”
- Technical details - Basic details include the web address or URL where the error occurred, the device you used, and your operating system and browser version.
- Time and frequency of the issue - Your issue may have happened in the morning, evening, and it may have happened more than once. We have logs, so make sure to specify the time it first occurred and if the issue persisted.
- Whether you tried to fix the issue - If you took the initiative to troubleshoot the problem, what steps did you take? e.g Did you try replicate the problem on a different computer to see if it works? What was the result?
- Steps to replicate the problem – Provide a step-by-steps on how to recreate the problem.
Step 4 - Add a screenshot or screen recording.
To back-up your description, we would greatly appreciate if you uploaded a screenshot or screen recording showing the issue. Visuals can speak louder than words.
You’ll want to make sure that your visuals elaborate the description.
It’s very simple to take a screenshot or screen recording. If you want a screen recorder that works for both Mac and Windows, we recommend using Loom. It’s reliable, simple-to-use, and comes with internal audio so you can explain your issue while recording your screen. You can get it for free.