customer service

Support Ticket Best Practices

Time is money. So why waste either one responding to multiple emails or duplicate support tickets to resolve a single issue? Your support team and your customers should have one common goal—resolve the customer’s issue so they can get on with their day! Below are some simple tips that will help your customers improve their support experience.

Help desk software systems are designed to streamline this process and bring things to resolution as quickly as possible. Unfortunately, sometimes customers inadvertently impede progress by submitting vague or incomplete support tickets and this causes lots of unnecessary communications. As a support professional, you can help your customers by training them on how to create proper support tickets. Take a look at these best practices we’ve collected from seasoned customer support managers:

1. Describe the Issue in Detail
When submitting your support ticket through your trouble ticket software, describe your issue in more than one sentence and be specific. The more information you provide up front, the less back and forth you’ll have to spend filling in your support team. Be sure to answer vital questions such as:
• How did you encounter the issue?
• Have you taken any steps to resolve the issue?
• Provide any reference information to easily identify your account: account number, account password and specific page/domain if applicable.

2. Provide More Details
Nothing helps get an issue resolved quicker than providing the support team with all the information up front. Instead of waiting for support to request information, be as proactive as possible by answering the following questions in your initial ticket:
• Does the problem occur every time you use the system?
• Have you observed a pattern or determined exactly what triggers the problem?
• Can you reproduce the problem? If so, provide detailed step-by-step instructions on how to reproduce the error so that the support team can see it happening on their end.

3. Don’t Submit Multiple Support Tickets
Submitting multiple tickets may seem like a good idea, but it may take longer for you to receive a response because you will be increasing the number of open tickets. (And open tickets mean one thing: more work!) Instead, clearly bullet out all issues on one ticket. See tip #1 for a list of details to include!

4. Be Patient
Be aware of the time of day you submit your support ticket. If your support team is in a different time zone, you may not hear back immediately. Give your support team time to wake up and have their first cup of coffee to give you great support. Of course, if it’s a critical failure that’s brought down your whole business then by all means follow up within a reasonable time and make every effort to confirm that the support team is aware of your problem and working to resolve it. On the other hand, don’t abuse the system by making every issue seem critical. This will just hurt your credibility. The help desk software system will automatically notify you when your issue has been resolved by your support team. Remember, your support team is always there to help you.

Help desk work is stressful enough as it is, helping your customers with these simple tips can help prevent unnecessary delays and improve overall customer satisfaction. By working together to communicate as clearly as possible, you’ll be able to help your customers receive the speedy resolution they desire.