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07-29-2004, 06:30 AM #1
- Join Date
- Jan 2004
How to properly File a support ticket
This is taken from http://cpaneltips.net/articles/how_t...rt_ticket.html
which i saw while i was browsing. I thought it would be useful so decided to post it here.
Hello, my name is Anonymous and I used work for one of the many hosting providers around. I've decided to take the time and write an article on “How to Properly File in a Support Ticket.” The purpose of this article is based on my experience I've had with tickets written in a way that no human being should be forced to read. (Of course it was resolved, but if it was filed in the proper manner, it would get resolved much faster). To start off, let me give you a simple example of how to write, and how NOT to write when you are filing a support ticket.
The mystery server…
“Hello, my server is down, please reboot. Thanks.”
Comment: As much as I wanted to help the poor guy, how the heck would I do that? Guess his server's IP? I don't think so. Another thing, people tend to forget their server IP, or hostname. There is only one rule about it. Don't forget it. Write it on a piece of paper, bookmark it, tattoo it, I don't care what you do; just don't forget your server IP. It's the same as if you bought a car and completely forgot your license plate if have to report your car to the police if it gets stolen.
“Hello, please reboot the following server:
Here is my root password in case anything happens: Q2ldh8H”
15 paragraph long support ticket
Don't write TOO much. You must stick to the basics which describe the problem and what you have done about it. If you took any action BEFORE it happened, you must tell the support staff. Some of them are not that dumb, and they WILL know if you screwed up your own server, believe me, and so just be honest about it. Help us to help you ; this should be your new motto.
Don't file a support ticket, and then instantly ask the support team: “Hey, I filed a support ticket, can you take a look at it?” – That's nagging, and being a child. People are working; problems don't resolve themselves on the fly, give it time and let the supporter do his or her job. You're not the center of the universe, and you're not the only client of company X. If company X provides answers up to 6 hours, wait at least half that time to ask for a follow-up. However, if you've decided to nag within minutes, don't be surprised if you find your ticket at the end of the queue, or ever worse, the entire support team will get to know you as the usual ‘nagger.'
Being a jackass
Most companies provide various ways in which you can contact them. Various ways include e-mail, ticket system, phone, instant messenger, and/or by their forums. Annoying customers tend to use every possible way to let the support staff be aware of their newly created ticket. They will file in the support ticket, and then send in an email asking to look at it, send numerous instant messages in a span of 5 minutes to various supporters, followed by a phone call, yet again, asking for the support staff to look at their ticket. I hope that you got the idea by now. Don't be a jackass, and don't nag. As I wrote in the ‘No nagging' section, filing a support ticket should be enough. There is NO need to let us know, because we ALREADY know by now. Again, wait until half of the time that it takes your hosting provider to process the ticket, and only then, contact your provider by the means they provide you.
Don't beg, don't shout, don't curse, and don't make up stories
Begging a tech supporter will do no good. Don't make up stories asking us to solve your ticket. Don't shout, nor curse. People don't tolerate this type of behavior, and if they do, again you will find your ticket at the bottom of the queue, being ignored until some tech supporter feels sorry for you being a jackass, or just bored.
Write clearly, and briefly
I will repeat myself again, you MUST file a support ticket that is written in a clear and brief way. If apache fails, but you have no idea what so ever why it fails, simply write:
“Hello, my apache failed, or at least I think it did. My server information is:
That's it. Save the blah blah for somebody else. Again, your motto is: Help us to help you . I recommend reading your own ticket BEFORE you send it. This way you can clear mistakes, or drop off things you didn't intend to add the first time you wrote the ticket.
That's it. Good luck in your web hosting journey!
07-29-2004, 06:51 AM #2denisGuest
07-29-2004, 06:55 AM #3
- Join Date
- Jan 2004
All I did was fine it, but thanks anyway
07-29-2004, 07:12 AM #4denisGuestOriginally Posted by Tris
07-29-2004, 07:14 AM #5
- Join Date
- Jan 2004
yeh... i think ... yeh ill take the credit