We’re excited to announce that our support ticketing system will change as of April 1, 2020! This means easier request submissions, streamlined processes, and increased heights in our quest to bring you exceptional experiences.
Streamlining your support requests is easy – especially if you adopt a few new habits. By including as much information as possible in your ticket, our consultants will know how to best tackle your issue. Want to know more about what information is best? Consider a few of these questions that first pop into a consultant’s mind when you log a support request.
- Is this a “How To” question?
- Is this a question regarding new features or functionality?
- Is this an “It’s Broken” question?
“How To” Questions
The key to getting the best answer for “How To” questions is to describe your end goal in detail. Wanting to print a report of journal entries is totally different than wanting a report for the auditors that shows who entered/posted all the journal entries for a given time frame.
Like “How To” questions, the key for “New Features” is to give all the details as well as giving the end goal. An example of this would be a request for information on document imaging versus a need for workflow management with off-site approvals.
“It’s Broken” Questions
“It’s Broken” questions are the fun questions for consultants, because we get to be detectives. What did happen, what didn’t happen, what information do we have to support what seemed to have happened, etc. We get to look inside the software and sometimes dig into the back-end database too. This type question is actually the place where a few new habits can be the most beneficial. Offer all of the details you can about your problem by considering a couple of these questions and including the answers in your support ticket.
- Does the problem happen in all companies?
- Does the problem happen for all users?
- If the problem is user specific, does it happen for that user on multiple workstations?
- Does the problem happen every time or sporadically?
- Has anything been installed/removed/changed on the problem workstation?
In addition, knowing as many precursor details as possible can be key:
- Was there an actual error or did something just not work (or not work as expected)?
- If there was an error, what processes were being performed when the error was received?
- What was the exact error? PRINT SCREENS ARE EXTREMELY HELPFUL HERE
- A standard Windows install includes the “Snipping Tool” program. Pin this to the task bar to capture errors and windows.
- The hardest error to troubleshoot is the one that wasn’t written down. Just be aware that if specific error information isn’t available and the error can’t be recreated, then the troubleshooting process is starting from ground zero.
This is just a starting list of questions, but you get the idea. Providing more information is always the best way to get the fastest and most accurate support!
Of course, this process isn’t new, but with the new support ticketing process, it offers the exciting ability to start a request in the best possible way! By going through the questions listed above whenever you need support, including as much information as you can in the support request, and adding any captured error messages – we can get to work solving even your toughest concerns – faster!
Want to start a support request? Simply email firstname.lastname@example.org with the guidelines provided above.