Support Center » Knowledgebase » URGENT: Tips on Submitting a Support Ticket
 URGENT: Tips on Submitting a Support Ticket
Solution When submitting a support ticket, it is very important to be as detailed as possible so your issue can be promptly addressed. 

Failure to include certain information causes delays because support staff will then have to go research information on your account or services  to determine where your server is, what server is hosting your site, etc. 

Never assume we know who you are just because you are in our ticket system or because you have submitted a ticket before.  The ticket system does not currently tie into any accounting systems or other systems, so it is very important to be specific.

Some items that you should include are:
-Company Name, Address and Phone Number
-Server name, host name and/or ip address if applicable
- For T1 or PRI customers, please include Circuit ID's (there my be multiple numbers on the orange hang tag, get them all)
- Details on what service you've purchased that is having problems
- Specific details on what problem you are having and how we can reproduce the problem to troubleshoot
- Any and all ADMIN level login information that would be required to get into your system as well as login information to troubleshoot the application.

Do not be afraid to include too much information.  The faster we can get "hands on" your system, the better for you and your business.

You may choose to omit this information, and our staff will still attempt to service your support ticket, however with thousands of customers and servers, it's easy to see where this information will help to expedite a resolution.


Article Details
Article ID: 672
Created On: May 22 2008 02:11 PM

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