Technical assistance guide: how to open a ticket correctly

Communicating effectively with technical support is essential for quick problem resolution and good collaboration.

The key to getting effective support is opening a ticket correctly, providing all the necessary information, and, most importantly, visual aids like screenshots or videos of the issue. A well-filled ticket reduces response times and allows the technical team to address the issue directly without needing to request additional details.

1. When to open a support ticket

• Identify the issue: before opening a ticket, try to solve the problem independently by using available guides or support.


• Read error messages carefully: if they are written correctly, they often contain a suggestion for the solution.


• Check available resources: make sure to review the FAQs or documentation before requesting assistance; there may already be a ready-made solution.

2. Essential data to include in a ticket

The content of a ticket is crucial, but what can truly speed up problem resolution is the inclusion of screenshots or, even better, a video. Here's what to include:

• Clear description of the issue: provide a detailed description. Avoid vague phrases like "it doesn’t work" and explain what happens or doesn’t happen, and which specific functions are involved.


• Screenshot or video: screenshots and videos are your best allies. Always include a screenshot of the error message or visible issue. If possible, record a short video showing the exact steps leading to the problem. This allows the technical team to immediately understand the situation, saving time on clarification questions.
  
  
  
  • Tip: use screen capture tools to create clear and concise videos. Show the entire process, from when you start the action to when the error occurs.
    
    
  
  
  
  


• Steps to reproduce the error: if you can't provide a video, make sure to describe the steps to reproduce the error in detail.


• System and version in use: specify the operating system, browser, or software, and their version. These details help narrow down the possible causes.


• Ticket priority: it’s crucial to be realistic here. When assigning priority to a ticket, avoid exaggerating and creating a "cry wolf" situation, where you always signal maximum urgency even for minor issues. Reserve top priority only for critical problems that completely block work or compromise vital system functions. Labeling a minor problem as critical may lead to a loss of credibility or delay in handling real emergencies.

3. Avoiding common mistakes in ticket submission

• Lack of visual aids: one of the most frequent mistakes is not including screenshots or videos. Remember that an image (or video) is worth a thousand words. Without these, the support team may struggle to understand exactly what you are facing.


• Too vague descriptions: tickets like "it doesn’t work" without explanations or visual proof are almost useless. The more details you provide, the less time will be needed to receive assistance.


• Reporting irrelevant issues: Avoid including multiple unrelated issues in the same ticket. Create one for each specific problem.

4. Monitoring and updating the ticket

• Respond promptly to the technical team's requests: if the team asks for more information, don’t leave the ticket hanging. Often a ticket is put on hold due to a lack of feedback, prolonging the resolution time.


• Update the ticket with new details: if you gain new information or the problem evolves, update the ticket, perhaps with new screenshots or a second video showing the changes.

5. Closing the ticket

• Confirm the issue resolution: before closing the ticket, make sure the issue is fully resolved and everything is functioning as it should.


• Leave feedback: your feedback is valuable. Evaluating the support received helps the technical team continuously improve the service.