This guide is designed to help you, our valued customer, understand best practices for raising a support ticket. By including specific details in your ticket to our support team, you can help us help you. Whether you're encountering a technical issue, have a question about our products, or need assistance with your account, following our best practices will streamline the support process and enhance your experience with our team.
Ticket Content
Let's dive into the heart of the matter: the content of your support ticket. Including the right information not only speeds up the resolution process but also ensures we're on the same page from the start. In this section, we'll guide you through the essential details to include in your ticket, from describing the issue with clarity to providing any relevant context or examples.
Description of the issue: Provide a clear and detailed explanation of the problem you're experiencing, including what you were trying to do when the issue occurred and any steps that can be taken to replicate it.
Error Message: If an error message was displayed, include the exact text or code that appeared, as this can give the support team specific clues about what went wrong.
Timestamp/Timezone: Note the date and time when the issue occurred, along with your timezone, to help the support team pinpoint and investigate the problem within system logs or event histories.
User(s) Impacted: Identify which user accounts are affected by the issue, whether it's just you or multiple people, as this can help determine if the problem is account-specific or more widespread.
Document url: If the issue is related to a specific document or page, such as a document potentially missing from search results or permission issue, provide the URL to it.
Screenshot or Recording: Attach a screenshot that captures the issue in context, as visual evidence can often communicate complexities that are hard to describe in words alone.
Ticket Priority
When raising a support ticket, selecting the appropriate priority level is crucial. This section of the article will guide you through the different priority levels available and provide recommendations on how to choose the most suitable one based on the nature and urgency of your issue
Low: Issue is non-critical and does not impact your daily operations, such as a minor feature request or a general inquiry that doesn't require immediate attention.
Normal: Issues that impact some aspects of your operations but do not significantly hinder your workflow.
High: Issues that seriously impact your ability to use the product or service, such as a major functionality not working properly, which needs to be addressed promptly to resume normal operations.
Urgent: Reserve this for critical issues that cause a complete halt to your operations or severely impact your business, requiring immediate resolution, such as a system outage