Helpdesk
How to write the perfect support ticket
A well-structured ticket can make the difference between a quick resolution and long waits for further clarification. Providing all the necessary information right from the start is crucial, making the technicians’ job easier and improving the customer experience.
Here are some simple steps we recommend that will allow you to provide all the necessary details to send a clear and effective request, ensuring the fastest possible resolution:
It may seems like the longest route, but it’s often the most effective. Email is a versatile tool: it allows you to easily include text, images, links, and other useful details, and it’s easy to share in its entirety with everyone involved in resolving the issue.
Enter a brief description of the issue (e.g., Order Creation Error OV/2025/0015). This will allow you to identify your submitted report, along with the ticket assignment code, once it is closed.
This is the right place to describe your report in detail, including the anomalous situation and how it differs from the expected functionality. For completeness, please include the following key elements in your request. These will help the technician better understand the issue, respond to it, and resolve it quickly:
- error message: If an error message appears, click the “Copy error message to clipboard” button on the right and paste it, in its entirety, into the ticket text, along with the following information.
- references: any identifying reference of the element generating the error (e.g., document number, partner name, time period, etc.);
- steps to replicate the anomaly: It is necessary to provide the precise sequence of steps taken that led to the problem, which is important to replicate it and effectively identify the cause;
- screenshots or recordings: If possible, attach screenshots, screen recordings, or other media files that may highlight the issue;
- environmental information: Any details about your hardware or software, such as the model, operating system, or version of the affected software, may be relevant.
