Submitting a well-written support request is the fastest and most effective way to get your issue resolved. The key element we look for is simple: details, details, details! Taking just a few extra minutes to include the right information upfront can save everyone time, confusion, and frustration later on.
When you're reporting an issue, the most important thing you can give us is context. Let us know exactly what was going on when the issue occurred. Were you opening a specific program, sending an email, working in iMIS, printing a document, or logging into a remote desktop? Was it something you do regularly, or was this a new task? The more we know about the activity you were attempting and what led up to the problem, the easier it is for us to pinpoint the root cause.
It’s also important to describe when the issue occurred. Did it start recently, or has it been happening for a while? Did it appear suddenly, or is it an intermittent problem that comes and goes? Telling us what went wrong, like a specific error message, a crash, a slow response, or a complete system freeze, can help us quickly narrow down the likely causes. Also, be sure to indicate what systems are affected: is it a single application, your email account, cloud storage, access to the network, or your entire computer?
Your work location matters too. If you're working from the office, or remotely from home, that information can influence how we troubleshoot the issue. Sometimes the environment itself plays a role, especially when dealing with printers, remote servers, or secure applications.
Additionally, it's helpful to know what steps you’ve already tried. If you’ve rebooted your device, reinstalled the program, checked cables, or done any other basic troubleshooting, be sure to include that information in your message. It prevents us from suggesting things you've already done and allows us to move forward more efficiently. Including a screenshot or even a short screen recording of the issue can be a game changer. Visual evidence of an error pop-up or unexpected behavior can often help us diagnose the problem much faster than written descriptions alone.
If you're experiencing issues in iMIS, it helps to be as specific as possible. Include a screenshot with the URL pictured of what is wrong. Let us know the name of the IQA, report, or page you're trying to access. Include error codes, if any, and describe what happens when you try to perform the action. These details are critical for us to understand and investigate the problem, which in turn speeds up resolution.
Don’t forget to include your contact information, especially if it’s not already in your email signature. A direct phone number is helpful, along with any details about your availability if a callback is needed. If you'd rather not receive a call and prefer a response via email instead, just let us know! Communicating your preferred method of contact helps us serve you better and more efficiently.
Just as important as the message itself is making sure it’s going to the right place:
If you’re not sure which address to use, don’t be afraid to ask when you submit to your best guess, and we’ll direct it to the right team for you. Over time, you’ll get more familiar with where to send specific types of issues.
One last tip: if your issue needs attention today, send an email. But if it’s an emergency and can’t wait, please call us directly. The more clearly you communicate the urgency of your request, the better we can prioritize it alongside other tickets.
Good tickets speed up solutions and a few extra details go a long way.
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