Last modified by MammaMia - 2 years ago
2 min read

How to write a good support ticket

Yes, you purchased it and are ready to get started. It was looking just the way you wanted in the demo site. Once you started doing it the same way in your site, you ran into a road block and decided to open a support ticket.

It happens and you are not alone. We're here to help. Before we get started working to gather, we have a few suggestions for you.

Calm down and relax. We will get through this.

Sometimes, when things do not go the way we wanted, we get frustrated. It's human nature. When we get frustrated, it is not easy to clarify what we need, when we need it and how we need it. So relax, take a deep breath and focus you on what you need.

Nothing is personal. We're your friend and on the same team.

We're here to help you. That how we get paid for a living. Your satisfaction is our priority and success. We want to start our conversation in a good way. However, we need to treat our customers the same way. That's why we have policies that we ask you to accept before you make a purchase. When we respond to your request, we follow our agreements as a base line. So nothing is personal.

Clear communication is the key. Let's leave the drama out the door.

The thing is we cannot see and hear you. We all read a piece of text and try to understand the issue. Once we understand the issue, we aim to resolve it as soon as possible. Your time is important to us. Please keep in mind that our success is dependent on what and how you write. So it is very important that you clearly spell out what you need.

Accept the fact that there are steps to follow to get what you need.

We're a software vendor. We are responsible for delivering the software to you after your purchase. We are also responsible for making sure that our products work in most usecases. We show that our software works in our demo sites. If it is not working in our demo sites, we are responsible to make it work.

However, to make things work on your site, you need to install and configure the software you purchased. The installation and configuration of any software may require certain knowledge as well as patience. You should be willing to read the documentation, follow the instructions given to you and report the results if you want to do it yourself.

It is not easy if you are a beginner and take some time to get the handle of all. Keep working at it, you will love the results of your work. If you prefer someone else to do it for you, we offer software installation and configuration service. Simply say you need this service in your support ticket. It is as easy it gets.

In the end, we want you to be happy. We want to have a long lasting relationship. Your success is our success. We mean it. We just want you to know that.

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