What Information to Provide in a Ticket to Speed Up its Follow-Up and/or Resolution?
What generally slows down the resolution of a ticket is the need of additional information. Lets go through some information that our technician will go through at one point or another with you.
The Subject says a lot!
Although your name is automatically linked to a property ID in our Support system, in the other case, adding your property ID in the Subject can go a long way. As well as adding if you are a user interfaced with a PMS or not.
Last but not least, please try to explain the situation in couple words in the Subject. Only asking for a callback in a ticket might actually take longer as your ticket will have to be read in full before being prioritized.
Who is reporting the issue?
Name and Title of the person on the property.
If needed, any time frame this person can be reached and phone number or preferred method of contact for the Ticket.
What is the issue being reported?
What was done, what were you trying to do or accomplish? A step-by-step is what will help us determine the exact situation.
What section of the application? Interface?
If it is about housekeeping, maintenance or guest interaction.
If it is about an assignment, a report?
Where did the issue occure within the software?
This maps out the exact buttons and location in the application.
If it is about a report, where were you getting this report?
When did you encounter the situation?
Please provide dates and times of the issue. This can help us determine if it involves some outside events (updates).
When did you notice the situation, or when did the situation started?
Why is this situation an issue?
Some situations are impacting some users more than others. Although every ticket/feedback is important, this will help us assess the Priority Level of the situation.
If you have any idea or think you know why or have done something you think might have been the cause, please let us know, this will generally highly speed up the resolution.
Do you have any screen shots or recording?
Even explained in details, sometimes a screenshot can help explain the situation that is happening. If you encounter an error message or a strange behavior, a screenshot can explain a thousand words.
If you know how to record your screen, this can also be an extra you can add to your ticket.
Our goal is to make the best experience for you!
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