What are support tickets?
What is a Support Ticket?
Formalized request for assistance or support from the Distence support team. The official channel for support is support@distence.fi.
When to create a Support Ticket?
When you encounter difficulties you can not solve using the tools at hand, or you have problems requiring attention, you can contact the Distence support team for assistance.
Why use Support Tickets and not communicate via Email?
Support Tickets provide a centralized system for tracking and managing inquiries. This ensures that no requests are overlooked. With Support Tickets, we can prioritize and assign tasks efficiently.
Support Tickets reach multiple people at once!
What is a good support ticket?
Good Support Ticket has a clear and descriptive title
Titles should provide a short description of the subject. Use a title that accurately reflects the issue or request at hand
Has relevant and specific details
Include details on what the issue is. Be as specific as you can. Include device levels, terminal serial numbers, error codes, screenshots, etc. This ensures the most accurate troubleshooting.
Uses clear, concise, and specific writing
Clearly describe the problem and desired outcome in the ticket.
Uses proper grammar and punctuation
Using proper grammar helps to ensure clarity about the situation for Distence support team, reducing the chances of misinterpretation about the issue.
Describes the steps to reproduce the issue (if possible)
What were the steps that led to the issue on hand? When the situation happens only in specific situations, this step is most crucial.
Previous troubleshooting attempts (if any)
What steps have you taken thus far? This helps us narrow down what to troubleshoot significantly.
Typical mistakes when making a Support Ticket
Using vague or misleading language
Avoid using ambiguous or generalized language that doesn’t clearly describe the issue.
Incomplete or inaccurate information
Make sure to include all the crucial details and avoid withholding vital information. Incomplete and inaccurate information leads to increased delays in issue resolution, as more back-and-forth conversation is needed.
Include context when necessary
If the issue has emerged before, please provide a brief description of the issue’s history. Mention previous ticket numbers, or previous conversations about the issue, for example.
No troubleshooting before making a Support Ticket
Before making a Support Ticket, you should attempt basic troubleshooting steps, if possible. Did support.condence.io provide to be helpful, for example?