Whether you need help NOW or your request is lower in priority, there are some key points to submitting a GOOD support ticket. Submitting a ticket with clear, comprehensive, yet brief information can be the difference between a smooth and swift resolution and one that can take days. 


DUPLICATE TICKETS

Before submitting a new ticket, it’s always important to review your open tickets to ensure there isn’t already one open with the same issue. Creating duplicate tickets will most often delay the process rather than getting the issue resolved faster.


SUBJECT LINE

Subject lines should be clear, concise, and direct to the point. This helps your support agent move quickly to get you the needed help. It reveals the context of your issue. 


Avoid using  “HELP!” or “IT’S BROKEN!”.  

Although this clearly communicates that you have encountered a problem, it doesn’t provide any details to allow support to begin routing your problem to the right person to help you. Try using something like, “Urgent- Site is down” or “Cannot log into system”.


PRIORITY

Choosing the right priority for your issue is one of the most important details that you’re providing in your ticket request. It immediately tells your support team how quickly they need to get you the help you need, whether or not to call for additional technical support members for help or to follow the normal, standard process of resolution.


When you submit a ticket with "Urgent" priority, it sets off an alarm for the entire LOFT team. They immediately start working to get your issue resolved as quickly as possible. This typically means that the LOFT team stops what they are working on to assist in fixing your problem. Choosing “Urgent” for all your ticket requests when the issue isn’t “Urgent” can desensitize your support team to the Priority line altogether.  


Use this list of descriptions to help you choose the right priority for your issue.

  • URGENT priority - the site, application, or functional outage with no workaround.
  • HIGH priority - there's an unexpected performance slowdown, a critical business issue 
  • MEDIUM priority -  the issue impacts users, but a workaround or non-critical enhancement is available.
  • LOW priority - you have a question or non-critical future enhancement, i.e. backlog item


DESCRIPTION

Give a full, DETAILED, description of your issue. The more details you can provide about the issue you’re having, the more armed we will be to solve your problem.


When able, provide the exact URLs of pages where you are experiencing the problem or where new functionality should be placed.


Also include screenshots, browser type/version, and the exact error message you received (screenshots work GREAT) for reference. This will eliminate technical support from making assumptions or adding additional time with trial and error. 


If possible, include a list of steps you took when you experienced the issue and the expected results. Providing these details will help technical support pinpoint the location of the bug, what is causing the problem, and what they need to do to fix it. 

LOFT wants to be the best in solving all your ticket requests. We are dedicated to delivering you the peace of mind that you deserve. Using these helpful tips when submitting your support tickets will help us do just that. We are on YOUR team! So let’s keep our communication proactive and positive!


Author: Angie Passmore, Customer Success Lead, apassmore@poweredbyloft.com