How to get good support fast

Blanca Castillo
Blanca Castillo
  • Updated

To get fast and effective support, it's important to follow the right process and share the right information. This guide shows you how to do that.


How to Contact Our Support Team

1. Use the Proper Support Channel

While it may be tempting to reach out directly to individuals you know within our organization, doing so can create fragmented communication and slow down the support process.

We strongly recommend the following approach, whether the issue is urgent or not:

  • Use our “Create a Ticket” form. This is the most efficient way to receive a prompt response. Tickets submitted through this form already contain all the required information and are prioritized accordingly.

  • Alternatively, email us at support@palisis.com. To ensure clarity and completeness, please use the provided PDF templates attached to this article.

To use a template:

  1. Select the template that best matches your issue. For example, for issues related to a Palisis Terminal, choose the ‘Palisis Terminal’ template.

  2. Copy the content from the selected PDF template in your preferred language: English (EN), German (DE), or Spanish (ES).

  3. Paste it into the body of your email.

  4. Replace all text within [brackets] with your specific information.

Feel free to follow up via email at any time, but please avoid creating multiple tickets for the same issue. Keep all communication within the original email thread.

Please note: Outside office hours, our resources may be limited and response times longer than usual.


2. One Issue, One Ticket

You may experience multiple issues simultaneously. Since each may require different priorities, processes, or personnel, it's best to create one ticket per issue. This allows us to track and resolve each problem more efficiently.

 

3. Subject Lines Matter

Clear, concise subject lines help us help you faster. A good subject line gives our support team immediate context, aids in searching our support database for similar incidents, and helps prioritize business-critical issues effectively.


4. Provide a Complete Description of the Problem

The more relevant information you include, the faster and more accurately we can assist you.

Our systems are feature-rich, and without the right details, we may end up exploring incorrect paths—costing you valuable time. Here are two helpful guidelines:

 

1. Screenshots (or screen recordings)A picture is worth a thousand words—if it’s clear and legible. Screenshots can capture a lot of information quickly, especially when they show the full browser window and aren’t too small to read.

 

(The image size shown in this article may be limited due to our helpdesk tool. A high-resolution version is attached to the article to illustrate the value of detailed screenshots.)

 

Trying to describe the same information in text can be time-consuming and may omit critical details.

 

2. Add Contextual Information
 

  Include details about what you were trying to achieve and what you were doing in the software when    the issue occurred. This helps us replicate and diagnose the issue more effectively.

  A good issue description should include:

  • Who you are and your account name: Some support agents may be new and unfamiliar with you or your organization.

  • Your end goal: What were you trying to accomplish?

  • Technical identifiers: IDs such as Ticket ID, Booking ID, Settlement ID, Device ID, etc.

  • Time and frequency of the issue: Include time (with time zone) and how often the issue occurs. This helps us review logs more efficiently.

  • Troubleshooting steps you’ve taken: Let us know if you've tried resolving the issue yourself (e.g., using a different device or browser) and the outcome.

One Final Tip: Avoid Assumptions

Assumptions can lead to miscommunication. If you’re unsure of something, it’s better to say so than to guess. Clear, factual information always leads to faster resolution.

Thank you for reading!