How to write a support ticket to get your problem fixed fast

The fastest way to resolve a problem is to write a good support ticket. That way time isn’t wasted on mails that ping pongs between the support team and you to get the full overview of your problem.  

  1. Write a concise subject line: It should summarize the problem  and be direct to the point. A good subject line helps the support team address your issue right away. For example, instead of writing “Need help ASAP!!!”, write “Uploading an image to an article fails with an error message”.
  2. Provide a detailed description of the problem you’re facing. Include any error messages you’ve received and the steps you’ve taken that led to the issue.
  3. Expected result: Specify how the functionality is supposed to behave in your opinion 
  4. Steps to reproduce: You may want to use bullet points to describe steps to reproduce the error. Add links (for example /articles or /admin/content) and time of when the error did occur, if relevant. 
  5. Add a screenshot or screen recording: If possible, add a screenshot of the issue you are experiencing. This helps the support team understand your problem better and provide a quick solution. You can use Snipping Tool to take screenshots on Windows. On MAC, cmd+shift+4 can be used as a shortcut to a similar tool.
  6. Previous attempts to resolve: Mention any steps you’ve already taken to try to resolve the issue. This can prevent the support team from suggesting solutions you’ve already tried.
  7. Severity and impact: Indicate how severe the issue is and how it’s impacting your work.

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