You can help us resolve issues faster by following below guidelines.
We have multiple techs working in different shifts to provided 24x7 support. Mentioning multiple issues in same ticket will make the ticket very long. So when new tech comes to shift and take over. He/She will have to go through the whole ticket spending time reading problems that are already resolved. It causes delay and sometimes confusion too. So one ticket per issue will help us resolve issues faster.
Exception (Case where you shouldn't open multiple tickets)
If you have a list of tasks (4 or more ) that needs to be done on server. Then open ticket with numbered list of tasks. And our team will complete them and reply you back. No additional tasks should be added after you open the ticket. So make sure you double check the list of tasks before opening ticket. And in case you missed some tasks then open a new separate ticket for them.
The brief description in subject line is the most important part of any support message that you write. It’s the first thing the support staff will see, and it gives the entire request context.
Bad subject lines give no context, are hastily written, and waste valuable space with redundant wording and punctuation.
Good subject lines can still convey urgency, while explaining why an issue is so important right off the bat.
You should not bump tickets i.e. replying(multiple times) to ticket that are already open. Each reply resets the tickets timer and pushes it back to the of ticket queue. So if you keep updating the ticket then your ticket will keep going back to the end of ticket queue. Hence it will cause huge delay.
Client: My email server is down. Please check.
Tech: I checked and your email server is up and running. Also emails are going in/out from server.
Client: The site xxxxxxx.com is not able to send emails.
Tech: Logs shows emails are working fine for that domain too. I also confirmed it by creating a test email account and sent email.
Client: User firstname.lastname@example.org reported problem sending emails
Tech: Can you ask the user to browse servermanagementplus.com/myip and get his ip address.
Client: His IP is xx.xx.xx.xx
Tech: Server firewall blocked his IP due to
IMAP login failure.
I have unblocked the IP now. Ask him to recheck the password configured in his email client and then try again
Client: Thank you it's working now. He has wrong password configured.
As you can see above a lot of time had been saved if the the client had just told us directly that user email@example.com is not able to send emails. Even tough he knew the problem was just with one email account. He didn't let us know the exact problem and it caused huge delay in resolution.
Nothing will get your issue resolved more quickly than providing as much relevent detail as possible the very first time you reach out with a support request. Don’t wait for our techs to ask questions, give them the information up-front and you’ll get much better results. Here’s a list of things to consider when crafting your initial support ticket:
To schedule tickets to be done at a specific time
We will try our best to accomodate scheduled requests but if we are unable to complete it within the requested time window, it will be automatically rescheduled for the same time window the following day
Our service is detailed and priced as a shared server management service and we are proud to offer unlimited support tickets at extremely low monthly price. So we ask you to be considerate of others. You should not open unnecessary tickets and cause problem for other users who use our service.