How to get good support fast

Blanca Castillo
Blanca Castillo
  • Updated

Customers can significantly influence the solution time of their requests. By the way, the following tips & tricks are universal and apply to every technical support process.

How to contact our support team:

1. Use the proper support channel

Personal emails or phone numbers of people you know in our organization might be tempting, but writing/calling them leads to a proliferation of communication channels and impedes the support process.

Therefore we advise on the following process in non-urgent and urgent cases;

  1. Use our "Create a ticket" form. This is the more efficient way to get a fast support answer as the requests received through this channel already contained all the information required and they are prioritized over the rest.
  2. Send an email with a detailed description of your issue to
  3. In urgent cases, please follow up with a phone call to our support hotline. In a worst-case scenario, extension #9 triggers our alarm system. Somebody from our organization will call you back immediately. (Please abstain from calling without having sent a ticket. Only tickets in the written form can be communicated adequately within the support structures.)
  4. You can follow-up by email whenever you want, but please don't create more than one ticket for the same issue. Please keep communication in the original email thread.

    (Please notice that outside of office hours, our resources might be limited, and our response time might be longer than usual.)

2. One issue, one ticket

Customers might have more than one issue at the same time. Because their solutions might have different priorities, processes, or people involved, it is beneficial to create one ticket (or email) per issue. This way, we can solve single issues more efficiently and keep a better track of the support process.


3. Subject lines are great!

Concise subject lines are short and offer pertinent information. This information should give the customer relationship manager a clear head start and enable them to search our support database for similar incidents and potential past solutions. They also aid in prioritization and a swift response in business-critical issues.

4. Give a full description of your problem

I can't stress this enough: The more useful information you add to your support ticket, the faster and more reliably we can offer help.

Because all of our systems have a tremendous amount of functionality, it is easy to "chase down the wrong rabbit hole." One single piece of useful information can prevent that from happening and wasting your time. Now the hard thing is to determine useful information from useless information.

Here are two tricks to help you with this task:

1. Screenshots (or screen recordings): It's true; pictures can speak a thousand words. Screenshots are made fast and (if not compiled to too small to read and contain your whole browser window) contain a massive amount of useful information. Please take a look at the following screenshot, in which I have marked valuable pieces of information in yellow.


(We’re aware that the picture size shown in this article is too small to be useful, but this is a constraint of the helpdesk tool, and it demonstrates the importance of picture size. A big-size and would-be-very-useful version is attached to the article.)

Transcribing this image would take most a few minutes and would be prone to missing some crucial parts.

2. More information will also contain more useful information: It's always good to give an understanding of what you were trying to achieve and what you were doing in the software when you encountered the problem.

A good issue description should contain the following pieces of information:

Who you are and the name of your account: Please be aware that some people working on your tickets might be new and not yet familiar with your or your organization.
Your end goal: What did you want to accomplish before the issue happened?
Technical details: All ID numbers are of great help (i.e. Ticket IDs, Booking IDs, settlements IDs, device IDs).
Time (incl timezone) and/or frequency of the issue showing up: This helps us tremendously in checking log files.
Whether you tried to fix the issue: If you took the initiative to troubleshoot the problem, what steps did you take? Did you try the app on a different device/browser to see if it works? What was the result?

One more thing:

Please don't assume: Assumptions can be more damaging than helpful. Please, either know what happened or explicitly say you don't know.

Thank you for reading!