Detailed support tickets equals quick resolutions and turnaround

Detailed support tickets equals quick resolutions and turnaround

In as much as we are an SEO Company, we are also a Web Development Company.  Because most of our clients are growing, they require custom programming solutions that we are able to provide.  As an example, one of our clients required a custom Comparative Market Analysis (CMA).  They asked us to create a custom solution for them and we did.  The custom solution required for their agents to provide the data and the system automatically pulls the data from their database to the market report.  Anyway, when you are dealing with a lot of Users in an environment, it is not possible to see all the different scenarios until they actually start using the system.

Fevi Yu
Date Published: January 26, 2024

Case in point, we launched the system and within a week we were getting support tickets for the custom system.  I think I speak for all programmers, in that when you start with a spec sheet, it sometimes changes, or rather evolves, when its being used in the real world.  All good though, a system is only successful when it serves the purpose of why it was created in the first place.

Receiving detailed support tickets comparisons

There are not enough words to express how happy we are when we receive support tickets that are detailed.  Detailed support tickets are when we are able to duplicate their actions to see exactly where the system went wrong.  So instead of trying to explain the emotion we feel, as a person working support tickets, receiving a detailed support ticket is comparable to the following…

  • Eating Pitango lemon sorbets in the summer — when its hot outside and your system is freaking out because of the heat and then you all of a sudden eat the lemon sorbet, it momentarily reminds you of how amazing your life is.
  • Receiving a stimulus check from the IRS — I remember the dreaded feeling when I opened the mail from the IRS, but it turned out to be a $700 stimulus check. What a feeling!  Yes, its comparable to this instance, in fact, Im writing a blog about it so thats how you know how special it is to receive a detailed support ticket.
  • Watching your child play with other children nicely — this is a fleeting moment, as you know, kids don’t often play nicely with each other because, well, they are tiny, selfish beings who think the world revolves around them. In fairness, we make them feel that way. But when they do, in that moment, you feel a sense of pride and accomplishment. Its short-lived but… Moms, Dads, you know what I’m talking about.

Quick Resolutions to a support ticket

It’s important to mention that non-descriptive support Tickets take longer to resolve, particularly if we have to go back and forth on emails.

Here is an example of a non-descriptive support ticket:

Client:  “My website is not working!”

Support: [Goes to the website, clicks on the contact page, tests the contact form, then emails back]  “Can you please provide more information?

Client: “When I go to the website, I click on the page and the same thing comes up”

Support: “Please send the page”

Client: “”

Support: [Clicks on the page, clicks links on the page, it all seems to be working]   Can you please provide more details to the issue?

Client:  I sent an email for the content to be updated but its still the same page

Support: [Checks support queue, ticket is still in the queue] Sir, the ticket hasn’t been completed yet, please hold on, I will do it now.  [Updates the website with the new content, emails client] Please check it again

Client:  Ok, its working now.

Non-descriptive support tickets will take a day or even two days to resolve because of the back and forth of emails.  It’s important to remember that our support tickets take between 24 – 72 hours.

Here is an example of a detailed support ticket.

Client:  I tried to upload these images on this page (provides URL of the page), I’ve attached the images that I tried to upload, but it doesn’t seem to be working.

Support: [Goes to URL, downloads images, uploads images and sees the issue right away, emails client]  Hi, please change the file names of the images you are uploading, please do not use special characters in the file names because the system will not be able to parse the characters.  Please only use text and numbers only for file images.

Descriptive support tickets will take less than hour to resolve because we are able to duplicate the issue right away.  It was genius of our client to attach the images she was uploading so we were able to see the issue right away.  Imagine how difficult this issue would’ve been if she had not attached the image files. We would’ve never been able to detect that issue because, on our end, it’s not common to use special character to name a file.

Anyway, all of this to say, that for all our clients, please remember this when sending us a support ticket:  we have to be able to duplicate your issue so that we can resolve it.  Please provide enough information for us to be able to duplicate the issue.  Please attach everything you used to create that issue as well.  Here are more information about our ticket support and our support rates.

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