Tips to a Speedy Resolution – ExchangeDefender Blog

March 5, 2012

Tips to a Speedy Resolution

Filed under: Support — Carlos @ 5:06 pm

Anybody that works in technology is familiar with ticketing systems and while at times they can be effective, it’s merely as effective as the two people interacting with the ticket. So here are some tips that can help make your tickets “one update” answer. The most important thing you can consider and rely on when opening your ticket is to maximize the effectiveness of the information you’re providing. If you give the person on the other end all the information they need, you’re improving your chances for a speedy resolutions. “But Carlos! I do this every time!”, well if you’re not following the guidelines below you’re now.

The Ticket Title has a character limit.

That’s correct if you write your entire ticket.
See? That didn’t help me get my point across, what I wanted to say is. If you type your entire ticket into the title we only see what fits in the title.

Please don’t copy and paste your end users report to you.

When we receive a ticket that says it’s from Mary (with no address) and it says I emailed Tom (with no address) and it bounced back, we basically have zero information. While we’d love to help, we don’t know your client and to that extent their clients on first name basis.

After you submit a ticket, click on it to see what we see.

This becomes pivotal, when you’re pasting data with markup codes in it, it’s important that you see what you’re sending us. Because sometimes your ticket may have too much markup to the point that it won’t render and we’re left with no content or partial content. And knowing your luck and mine, it’ll be the information we need to research your issue.

Carlos Lascano
VP Support Services, ExchangeDefender
carlos@ownwebnow.com
(877) 546-0316 x737