Support ticket tips: information to include for fast resolution

NickCable

NickCable

New member
Joined
Jan 12, 2017
Messages
41
Starting this thread to share my experience and hear from others in the community. Happy to discuss in detail.
 
Device type and model, OS version, app name and version, connection type (Ethernet/Wi-Fi), ISP.
 
I always do a speed test right when the issue happens and attach the screenshot.
 
Also describe the exact error message or behavior — 'it doesn't work' tells them nothing.
 
Error codes are gold. Always screenshot any error code you see before dismissing it.
 
I had a resolution time cut from 3 days to same-day after I started including error codes.
 
That's a 3x improvement from better information sharing. Worth the extra minute.
 
Short screen recordings of the issue are very helpful for visual problems like artifacts.
 
You must log in or register to reply here.
Back
Top Bottom