Tips for creating an efficient support ticket

Help us help you!

When you send us a request for email support, our IT Glue Support Team gathers all the details you've provided to recreate the issue and find a solution to your question. Read on to find out how to send the most effective support ticket so we have the right information to help you.

For details on how to open a ticket, refer to our Contacting IT Glue support KB article.

What does an effective support ticket include?

Subject line

The subject line or title is the first piece of information that our Support Team sees. Use it to convey the context of your request with a short, clear message. Make sure to include relevant keywords whenever possible.

Try using this naming convention when creating a subject line:

[Where the issue is occurring] - [Type of issue / Error type]

Examples of good subject lines:

"Documents - Error Code 500 causing access issues"

"Profiles - Contact numbers not displaying correctly"

Description of issue

This is the main part of the ticket where you provide a detailed description of the issue. When you give us relevant information, we can efficiently assess your situation, recreate the issue on our end, and find a solution quickly.

As a best practice, include as many of the elements listed below in your description:

Elements (as applicable) Details to provide
Baseline technical details Device, operating system, browser type/version you were using when the issue occurred
Supporting documentation

Screenshot, GIF, and/or video(s) of the issue you are experiencing, especially of:

  • Error messages
  • URL of where the error occurred
  • Location of the problem file
Impact on work

How is the issue affecting your work or business?

Steps needed to recreate the issue List all steps you took leading up to the current issue/situation
Steps taken so far List any troubleshooting steps that you have already tried and what the results were
First time of occurrence and persistence of issue Time and day of first occurrence and how often it has occurred since then
Location of issue

Does the same or similar issue occur anywhere else in your organization or, is the issue isolated to your own workstation/account?

Can the issue be replicated on multiple computers and/or devices?

Tip! Use bullet points in your description to stay clear and concise.

Ticket submission

After submitting the ticket, you will receive an email confirmation with your ticket number. An IT Glue Support Team member will follow up with you via email.

Sharing clear, concise information as well as any relevant attachments helps us make sure your question or issues have been addressed as efficiently as possible. Thank you for your engagement and continued partnership with IT Glue!

Related Items

For more ways to find help or contact us, please refer to the below links:

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