A well-documented ticket is resolved 50% faster. Follow these guidelines to help our members understand and fix your issue quickly.
1. Use a descriptive Title
Avoid vague titles like "It's broken" or "Help". Instead, be specific:
- ❌ "Error on page"
- ✅ "Login fails with 500 error when using Google Chrome"
2. Provide Context
Always include what you were doing when the issue occurred.
- Steps to reproduce: Tell us exactly what to click.
- Expected result: What did you expect to happen?
- Actual result: What happened instead?
3. Screenshots & Logs
If possible, attach a screenshot of the error message. If you are a technical user, including the console logs or the specific URL where the error occurred is extremely helpful.
4. Set the right Priority
Be honest about the impact:
- Urgent: The system is down for everyone.
- High: I can't do my core job.
- Medium: There is a workaround, but it's annoying.
- Low: It's a typo or a minor visual tweak.
Remember: Our Robots might automatically triage your ticket based on keywords, so using clear language helps the automation work for you!