Here’s a general guide to help structure a clear and effective support ticket request. This ensures developers can understand the issue and resolve it efficiently. You can share this with your team or adapt it for your specific needs:
1. Write a Clear Subject Line
• Start with a brief, descriptive subject that captures the issue.
Example: “Login Page Error: Users Unable to Authenticate”
2. Provide Context
• Describe the situation leading up to the issue. This helps the developer understand the environment and conditions.
Example:
• What were you trying to do? “Attempting to upload a user profile picture in the admin dashboard.”
• Who does this affect? “Admin users in the dashboard.”
• What is the expected behavior? “The profile picture should upload successfully and appear on the user’s profile.”
3. Describe the Issue Clearly
Use bullet points or numbers to outline the problem. Include:
• What happened? (The actual result)
• Where it happened? (URL, page, or feature)
• When it happened? (Include time and date if relevant)
• How often it happens? (Is it intermittent or consistent?)
Example:
1. Clicked on the “Upload” button for a profile picture.
2. Received the following error message: “File format not supported”.
3. The issue occurs consistently with .png and .jpg files.
4. Provide Steps to Reproduce
Include step-by-step instructions to replicate the issue. Use numbers or bullet points.
Example:
1. Log in to the admin dashboard.
2. Navigate to “User Settings.”
3. Click “Upload Profile Picture” and select a .jpg file.
4. Observe the error message.
5. Share Relevant Data
• Screenshots, Videos, or Logs: Attach screenshots, screen recordings, or system logs to give more context.
• Environment Details: Mention the browser, device, or operating system used.
Example: Chrome Version 112.0 on Windows 11.
6. Specify Priority Level
• Indicate how critical the issue is (e.g., Low, Medium, High, Urgent).
Example: This is urgent because it blocks all users from completing their profile.
7. Avoid Drive-by Reporting
• Do not: Write vague tickets like “The app is broken” or “Fix the upload issue.”
• Do: Be specific, concise, and thorough.
8. Offer Additional Information
• Mention any temporary workarounds you’ve discovered.
• State if similar issues occurred in the past and how they were resolved.
Example Support Ticket
Subject: Profile Picture Upload Error on Admin Dashboard
Context:
I am attempting to upload a profile picture in the admin dashboard for a new user. The upload should complete successfully, but it fails consistently with common image formats.
Issue:
• Upload fails with the error: “File format not supported”.
• Affects admin users only.
• Happens every time a .png or .jpg file is uploaded.
Steps to Reproduce:
1. Log in to the admin dashboard.
2. Go to “User Settings.”
3. Click “Upload Profile Picture” and select a .jpg file.
4. Error message appears.
Attachments:
• Screenshot of the error message.
• Console log from the browser.
Priority: Medium
Adopting this format will help developers quickly understand and resolve issues. Would you like to tailor this further for your team at Automatrix?