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How to write a support ticket
How to write a support ticket

Get issues resolved faster, with less hassle

Bayden Douglas-Blackmore avatar
Written by Bayden Douglas-Blackmore
Updated over a week ago

Occasionally we all struggle with getting our point across effectively - the more complex the matter, the more communication tends to break down.

When it comes to something as important as raising a support ticket, many are unsure as to what exactly they should include, and how to effectively communicate a technical issue.

Fortunately, there are certain guidelines you can follow that prevent much of the back-and-forth that adds time and frustration to the entire process.

Follow these processes/guidelines and you will become a master of submitting informative, actionable support tickets.

1. Stay Calm!

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We handle a lot of high-pressure situations here at Codafication, and our support team would not be able to handle them without maintaining a clear mind, and following a structured approach. When you are calm, it helps your support team stay calm.

Win win for all!

2. Attention to Detail

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Nothing will get you quicker to a resolution than providing as much detail as possible the very first time you raise a support request. Providing as much information as possible up-front will certainly ensure the best result for you, and your team.

3. Which Type of Support is Required?

The best place to request support, will be the Codafication Support Portal

From here, there a few options, you can either:

For general support queries like please create a new user or how do I complete this task?

An issue within a live production. Issue is defined as; not operating as designed or missed requirement in the development process.

An issue within a non-production environment. Issue is defined as; not operating as designed or missed requirement in the development process.

Requesting a change to existing feature that is operational within the platform.

4. What Should I Include in the Ticket?

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Once you have identified the type of support required, be clear and concise with your subject line (provide a few words on the problem itself), avoid wording such as URGENT, site broken & NEED HELP NOW!!!

Now, when it comes to creating the request,

A great description format to follow could look like this:

  1. When did you first start noticing the problem?

    Answer: First thing this morning when I booted up my PC

  2. What is the issue/error occurring?

    Answer: When I tried logging into Crunchwork I was met with a white screen

  3. Where is the issue taking place/provide URL?

    Answer: At the CW login page:

  4. Who are the affected users?

    Answer: Myself and John Smith -

  5. Have you tried any troubleshooting steps - If so please explain

    Answer: We both cleared our browser cookies and cache, restarted our PC's - still nothing

  6. Please provide screen captures

  7. Reference number (i.e. claim/job)

    Answer: N/A

  8. Any further comments or relevant info

    Answer: We did notice there were some automatic MS windows updates that took place overnight - unsure if that has anything to do with it?

    Also please see attached console logs, I remember this being helpful when you previously helped us resolve a similar issue a while back.

5. How Should I Prioritise my Request?

When raising a support ticket it is important to observe our criticality matrix, this avoids unnecessary bottlenecks occurring through our critical and high channels that would otherwise be considered medium or low priority, ultimately allowing our team to operate more efficiently:

  • Critical: 90% of users affected, reputation impact, regulatory breach, and/or critical information impacted.

  • High: 50% of users affected, and/or is at risk of becoming critical.

  • Medium: 10% of users affected, and/or can still work but it’s inconvenient.

  • Low: Minor error or inconvenience with low impact on customer services.

In closing, we are as eager as you are to reach a positive outcome and cant wait to provide offerings and solutions that help your business succeed!

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