How To : Create a proper support ticket

**KMyers** · #1 03-04-2012, 05:08 PM

Hello All,

I have spent years in the hosting industry and have a strong background in helpdesk management. I have lost count of the number of tickets that see a delayed response not due to the fault of the host but due to the fault of the customer.

Here are some tips to get your tickets resolved faster and on first contact when possible

1) You should always attempt to troubleshoot the issue yourself. Make sure you note the steps that you used to troubleshoot the issues for step 2

2) Create a support ticket and document the issue. Items like "The site does not work" or "The server is down" are counter productive. Try ti say things like "I am getting a 500 server error on my wordpress domain (insert domain name). My cpanel username is <username>." Also include the steps obtained from step 1. Include screenshots if possible.

3) Wait 30-60 minutes to allow your host to research the issue. Stay close to your email in the event that your host responds to your ticket.

SeriesN · #2 03-04-2012, 05:24 PM

Keith is on role today. Another short and good tutorial. Make sure you add Search google on the list.

/
/->Nahian

**KMyers** · #3 03-04-2012, 05:27 PM

Quote:

Originally Posted by SeriesN

Keith is on role today. Another short and good tutorial. Make sure you add Search google on the list.

/
/->Nahian

I was going to make a "How to troubleshoot" next"

**OnePoundWebHosting** · #4 03-04-2012, 06:37 PM

Quality, if all tickets followed those guidelines it would give us more hours in a day!!

**cd/home** · #5 03-04-2012, 06:40 PM

The typical "My site is down" ticket really cheeses me off

**KMyers** · #6 03-04-2012, 06:43 PM

Quote:

Originally Posted by sole

Quality, if all tickets followed those guidelines it would give us more hours in a day!!

Agreed, sometimes it takes 2-4 responses just to just learn understand the issue and about 2 minutes to fix it

SeriesN · #7 03-04-2012, 06:46 PM

Quote:

Originally Posted by sole

Quality, if all tickets followed those guidelines it would give us more hours in a day!!

Agreed! We deserve brake sometimes as well.

lynxus · #8 03-04-2012, 07:04 PM

Oh snap!

This also applies to half of the "Techys" that work in these support roles!!!

In my day job, im a level4 engineer that only really deals with escalations. All my other work consists of making new products and running the "infrastructure"

One thing I am sick and tied of is these so called "Techys" not doing what you have outlined.

Not only does the customer leave naff all in the ticket, the support teams / engineers also do the same and then leave it with someone else to fix.

I WISH! I could use the educational bat, however HR frown upon this

Please I BEG everyone.
Document the sh*t outta everything you do. It makes YOU look better and helps EVERYONE.
It saves escalation staff time so they dont need to employ a detective just to find out what a rubbish job you have done ( if at all ) and then start over.

The customer will be happier, You will be happier and generally have better promotional potential and less bruises!

/rant