Our goal is to resolve your issue as quickly as possible. Ideally, your resolution should be a fast fix on the first visit.
When opening your helpdesk ticket, it's essential to provide as much information as possible to ensure that the support team can quickly and efficiently address your issue. Here are some key pieces of information to include when opening a ticket:
- A clear and concise summary of the issue should be a brief sentence or two that summarizes the problem you're experiencing.
- A detailed description of the problem: Provide a detailed description of the problem, including any error messages or specific steps you took that led to the issue.
- Screenshots, photos and videos: If possible, include screenshots or videos demonstrating the problem. This will help the support team understand the issue more clearly and provide a faster resolution.
- Affected systems, areas and devices: If the issue is specific to a system, area or device, include that information in the ticket.
- Additional information: If there is any other relevant information, such as a recent update or change that may have caused the problem, include that in the ticket as well.
- Access and contact details: If there are any access requirements or restrictions or if you need to share contact details, include that information on the ticket.
- Urgency and Priority: Is this a critical system fault that needs an urgent response or a lower-priority issue? Let us know, and we can ensure you receive an appropriate response.
By providing this information, the support team will be able to understand the issue more clearly and provide a more efficient resolution.