Good First Question

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Guidelines for Writing a First-Class Support Ticket

1. Write a Descriptive Subject Line

Summarize your issue in a clear, concise way.
Avoid vague terms like "Help required" or "Problem here."
Example: "Unable to log into my account after password reset"

2. Provide Relevant Context

Include details like:
- Platform or product: What software, hardware, or service is involved?
  - Version or model: Include version numbers, hardware models, or OS information.
  - Environment: Are you using Windows, macOS, Android, iOS, or another environment?
  - Browser/App Information: If applicable, specify browser name/version or app version.

3. Clearly Describe the Problem

Be specific:
- What were you trying to do?
  - What happened instead?
  - Include error messages, codes, or symptoms, if available.
Example: "When I try to submit the payment form, it shows error code 'PAY123' and the transaction cannot be completed."

4. Include Steps to Reproduce

List step-by-step actions that lead to the issue.
This helps the support team replicate the problem.
Example:
1. Log into the app.
  1. Navigate to the checkout page.
  2. Enter payment details and click "Submit."
  3. Error message appears: "PAY123 Transaction Failed."

5. Attach Supporting Files

Screenshots, logs, or video screen recordings help illustrate the issue.
An image of the error message or unexpected behavior can be helpful.
Make sure sensitive data is blurred or removed.

6. Specify Expected Behavior

Clarify what you expected to happen.
Example: "I expect the form to process my payment and confirm the transaction successfully."

7. Share Recent Changes

Mention if anything changed recently that might have triggered the issue:
- Installed updates, new software, changed settings, etc.

8. Prioritize Politeness and Clarity

Keep your tone professional and courteous.
Avoid technical jargon unless necessary.
Be mindful that the support team is there to resolve your issue, not blame.

9. Offer Additional Information

Let the support staff know if you’ve tried solving the problem and what happened.
Example: "I cleared my browser cache and restarted the app, but the issue persists."

lmtr0

Our team will then answer you as fast as we can with as much detail information we can provide to make sure that your issue is solved.

Additionally, if we cannot provide the answer, we will work on the fix as fast as possible. We will keep you updated through the process to make sure that you are not feeling left out or that your issues are not being solved.