We understand that each and every possible technical problem with your website means a lot to you. After all, you’ve put your time and effort into your website.
When you contact AwardSpace’s support team, you can write your trouble ticket in such a manner that the issues are resolved in the fastest way possible. To write an efficient trouble ticket, you might want to follow these general guidelines:
Provide Clear and Concise Information
Naturally, the first item in this article is for the request to be clear and concise. Overexplaining will only slow the process down. The more text there is, the slower it is being read and therefore – the slower it is understood.
Subject Line
Use a clear and descriptive subject line that summarizes the issue (e.g., “Database Connection Error on My Website”).
Detailed Description
Describe the problem in detail. Include what you were doing when the issue occurred, the exact error messages received, and any steps you’ve already taken to try to resolve the issue. Once again, as clear and concise, as possible.
Include Relevant Details
You can include relevant technical details like IP addresses, browser version, device type, and any specific configurations of your website or application that might be relevant.
Attach Screenshots and Logs
Do not hesitate to provide screenshots of error messages or problematic areas. Visual aids can be very helpful for the support team. If applicable, include server logs, error logs, or any other relevant log files. These can provide in-depth information about what’s going wrong.
Be Polite and Patient
Always be polite in your communication. A courteous tone can often lead to faster and more favorable responses. If you don’t get a response within the expected timeframe, follow up politely to check on the status of your ticket.
Example of an Efficient Support Ticket
Subject: Database Connection Error on My Website
Description: Hello,
I am experiencing an issue with my website (www.example.com) hosted on your platform. Since this morning, I’ve been unable to connect to the database, and the site shows a “Database Connection Error” message.
Details:
- Username: john_doe
- Hosting Plan: Basic Shared Hosting
- Browser: Chrome Version 91.0.4472.124
- Device: Windows 10 PC
Steps to Reproduce:
- Navigate to www.example.com
- Observe the error message “Database Connection Error”
Screenshots: [Attach screenshots showing the error]
Logs: [Attach relevant server logs or error logs]
Urgency: This is a critical issue as my e-commerce site is down, impacting customer transactions.
Thank you for your assistance.
Best regards, John Doe
