How to Create a Great Support Request

We understand that sometimes you encounter issues or have specific requests while using our software. To help us provide you with the best assistance possible, we have put together a guide on how to raise a good support request. By following these steps, you can ensure that your concerns are addressed efficiently and effectively:

Check the support portal

Before raising a support ticket, it's worth checking our support portal and knowledge base for any relevant articles, FAQs, or troubleshooting guides. You might find a solution to your issue or answers to common questions without needing to submit a ticket. The support portal is a valuable resource that can save you time and provide immediate assistance.

Choose the right subject

When raising a support ticket, please provide a clear and concise subject that summarizes your issue or request. This helps us quickly identify the purpose of your ticket and prioritize it accordingly.

Include relevant details

When describing your problem or request, please provide us with as much relevant information as possible. This includes error messages, specific steps you took before encountering the issue, relevant dates and times, and any other details that can help us understand the context of the problem. The more information you provide, the better equipped we will be to diagnose and address the issue effectively.

Maintain a professional and courteous tone

We value respectful and professional communication. Please use a polite and courteous tone throughout your ticket. This fosters a positive and constructive interaction, enabling us to work together towards a resolution.

Highlight the urgency

If your issue is time-sensitive or critical, please indicate its urgency clearly in your ticket. This allows us to prioritize and allocate resources accordingly.

Attach relevant files or screenshots

If you have any supporting files, documents, or screenshots that can help us understand the issue better, please attach them to your ticket. These visual aids can eliminate the need for additional back-and-forth communication.

Share previous troubleshooting steps

If you have already attempted any troubleshooting steps on your own, please let us know in your ticket. This helps us understand what you've tried so far, avoiding redundant suggestions and enabling us to focus on alternative solutions.

Include steps to reproduce the issue

When describing the problem in your support ticket, provide step-by-step instructions on how to reproduce the issue, if applicable. This helps us recreate the problem in our testing environment and pinpoint the root cause more effectively. Clearly outline the actions you took before encountering the issue, including any specific settings or configurations. The more detailed and specific you can be with the steps to reproduce, the easier it is for us to understand and resolve the problem.

Provide accurate contact information

To ensure effective communication, double-check that your contact information, such as your name, email address, or phone number, is provided accurately. This allows us to reach out to you promptly and keep you updated on the progress of your ticket.

Be realistic with expectations

While we strive to resolve your issue as quickly as possible, please be aware that resolution times can vary depending on the complexity of the problem. If you have any specific expectations regarding response time or resolution, please communicate them clearly in your ticket. We will do our best to meet these expectations while ensuring a thorough investigation and resolution.

Follow up appropriately

If you haven't received a response within the expected time frame, feel free to follow up on your ticket. However, we kindly request that you do so in a polite and considerate manner. Excessive or repetitive messages may cause confusion and delay the resolution process. A gentle reminder or request for an update is usually sufficient.

By following these guidelines, you can help us provide you with the best support possible. We value your feedback and are committed to ensuring your satisfaction with our software. Thank you for your cooperation, and we look forward to resolving your concerns promptly.