Have you ever submitted a tech support ticket only to get a confusing, unhelpful response? Whether you’re troubleshooting software or addressing banking concerns, ineffective support can be frustrating. Knowing how to craft clear, detailed tickets can help you receive prompt solutions that truly address your needs.
Before writing a support ticket, check the company’s knowledge base and take a mental break. From there, it’s best to write a kindly worded request with plenty of context for the support team, including screenshots if possible. While all requests are a priority, some may take more time to be solved. It’s perfectly fine to follow up on your ticket if yours is taking longer than expected.
How To Write a Great Support Ticket
1. Check the knowledge base or community forum
Sometimes, the fastest way to solve a tech problem is to search existing resources. Start by checking the knowledge base or community forum. Not every issue is a user error, but it’s worth a few minutes of investigating to see if you can approach your problem differently. When searching the knowledge base, be sure to identify the tech problem clearly. For example, are you having issues with servers, local devices, or routers? Then, follow the troubleshooting steps in the knowledge base article such as restarting your equipment and checking for hardware issues.
2. Take a mental break
It can be frustrating if the problem continues after trying to fix it on your own. If this happens to you, it’s best to take a break before seeking tech support. Taking a mental break before writing a support ticket may seem counterintuitive, but it can ultimately help you get a faster response.
Avoid composing the ticket in frustration since clarity often emerges after a brief pause. Step away for a 5-10 minute walk. This can offer perspective and calmness, enabling you to communicate the issue more effectively when you return. Taking a break allows your emotions to settle, leading to a clearer, more concise description of the problem in the support ticket.
3. Be kind
Kindness goes a long way when drafting a support ticket. Despite your frustration, acknowledging the support team’s workload with empathy and friendliness sets a positive tone, increasing the likelihood of helpful assistance. By starting with understanding and kindness, you create a respectful interaction that avoids misunderstandings in the process of solving your problem.
4. Provide context
Reporting an error or issue to a support team requires providing detailed context and background information. This allows them to better understand the circumstances surrounding your problem and effectively diagnose the root cause. A step-by-step description of the actions taken when the error occurred, such as accessing a particular feature or functionality, is crucial.
Mentioning details like software updates can provide important clues. Additionally, specifying any other relevant actions taken, even if they seem unrelated, is valuable. For instance, noting if the same issue occurred across multiple browsers can aid in troubleshooting.
5. Include screenshots
Including pictures helps ensure that our support team understands your issue precisely. Of course, writing a detailed account of the problem and the steps you have taken to fix it should always be done. However, including pictures of those steps as well as the result provides essential visual clarity to the situation for our support team.
6. Follow up
At TenHats, we try our best to respond to and solve your problems quickly, but solutions take longer in some cases. Following up is reasonable and professional if you haven’t heard back in two business days. This ensures your issue stays on the support team’s radar, increasing the chances of a timely and effective resolution.
While the guidelines are straightforward, seeing examples makes them more concrete. Let’s examine an unhelpful support ticket example highlighting common mistakes and then a better one following the main principles. These examples illustrate how descriptive details and background context enable positive resolutions.
Example Support Tickets
While the guidelines for writing an effective support ticket are straightforward, seeing examples makes them more concrete. Examples can help understand the difference between effective tickets and those that are likely to get faster results.
Example 1:
Tried to log in five times now it says I’m locked out?? Please fix this ASAP I have work that requires accessing this account.
The message lacks detail, providing no specific information about what steps were taken before being locked out or any error messages received. It also lacks context, failing to describe what the user was doing before trying to log in, what device or browser was used, or any recent changes that might have affected the account.
The user hasn’t mentioned if they’ve tried any troubleshooting steps, such as resetting the password or checking for notifications about account security. Including screenshots of the error message or lock-out screen could help the support team diagnose the issue more effectively. While our support team wants to help, more information is needed for the best service possible.
Example 2:
I'm encountering an unexpected error message when attempting to log in using my email address as the username. I ensured that caps lock was off when entering my password. Additionally, I received a notification about my old password expiring last Friday and updated it as instructed on Tuesday morning. However, I'm now unable to access my account with either the old or new passwords. Could you please guide me through the process of resetting my password? Your help would be greatly appreciated. Thanks!
This is a good example of a support ticket because it clearly outlines the user’s specific issue with logging in and resetting their password. It includes essential details like the:
- Username
- Format
- Password entry verification
- Concise history of attempted solutions
Some of the context may seem a bit unnecessary here, but, especially in a corporate setting, these details may help the support team identify a larger, system-wide issue.
Do More with TenHats
TenHats is your comprehensive IT-managed service provider solutions. With our expertise, we streamline IT processes. Our services include cybersecurity, cloud solutions, 24/7 support, and more. We deliver tailored IT services based on years of experience, enhancing the effectiveness of your businesses.
Whether optimizing support workflows or providing strategic IT guidance, we prioritize client satisfaction and operational efficiency. Trust TenHats for a full spectrum of MSP services to meet your business needs.
A good support ticket starts with checking the knowledge base and taking a mental break if that doesn’t yield results. From there, you should write a kindly worded support with plenty of context for the support team, including screenshots if possible. While all requests are a priority, some may take more time to be solved. It’s perfectly fine to follow up on your ticket if yours is taking longer than expected.
In 2016, TenHats built the region’s first purpose-built colocation data center in over 20 years. Located in Knoxville, TN, our data center can serve any organization in East Tennessee and beyond. With our team’s IT experience, we provide a lot more than simply protected data. When you call us, you talk to a real IT expert. Connect with our team about our data center today!
