Anatomy of a Useful Support Ticket

Helpful Information

A useful support ticket includes:

• what happened
• expected behavior
• actual behavior
• steps to reproduce
• time of occurrence
• screenshots
• browser/device details
• user/account details

Example

Not Useful

It broke.

Useful

At 2:14 PM Eastern, user 1234 clicked “Submit Application” from the review screen in Chrome on macOS. The page displayed “Unexpected error.” The user expected the application to submit and move to pending review. Screenshot attached.