There are quite a few ways that, as a ticket requester, you can greatly influence many factors in the ticketing process.
Most notably, the information provided initially can have a profound effect on how long it takes for an Agent to get up to speed on exactly what it is you are having a problem with, or would like completing.
Helpful things to include when creating a ticket
URL / Area:
Including the URL or area of where you are accessing our products is a great help. As we all know, it can be quite easy to sometimes get lost within different menu structures (and sometimes there is more than one way of completing a task), so adding this detail can really, really save a lot of time and confusion.
For example, if I had an issue with the Manage Accounts page in Back Office, I could include:
- The URL: https://secure.bestcompanies.co.uk/AccountManagement.aspx OR;
- Instructions: On the Secure Site, navigate to: Back Office > General > Manage Accounts OR;
- A screenshot of the page
These are really handy to be able to see exactly what error messages or other details you can see.
- A great tool to use for creating easy screenshots is Snipping Tool (Read how to use this here)
- Alternatively, press the PrtSc button (above backspace) then open up Paint and paste (by pressing Ctrl and V).
This one seems quite obvious but can easily be missed off when submitting a request. Always making sure to add the company name (correctly) and also, making sure to use the exact version of the company name (so, for example, when a company has changed names or has registered under very similar versions of the same name).
The more information you can present in the ticket when you submit it, the quicker the Agent can get stuck into finding a fix or implementing the changes you would like, so please make sure you include the above details where you can and hopefully it will be a little easier and quicker to help you.
If you have any questions regarding the above, please feel free to comment below with any questions or thoughts.