Staff Knowledge Database

How to Create the Perfect Support Ticket (That Gets Results Fast)

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.

Write a concise subject line.

• The subject line is the most important part of your support ticket. Why? Because it helps in telling us right off the bat what your concern is.

Use the correct category.

• Another way that we can prevent frustration on your part is by providing different problem categories you can choose from. Choosing the category that best identifies the nature of your problem, if you cant locate your category use the search bar and type in one that best describes your issue.

Give a full description of your problem.

• Now comes the meat of your support ticket. We can’t stress this enough. The more details in your support ticket, the better we can 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.

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.