Support ticket tips: information to include for fast resolution

[NickCable]

Starting this thread to share my experience and hear from others in the community. Happy to discuss in detail.

 

[BettyStream]

Always include your device model and operating system version first.

 

[AndroidBox_Tim]

I started adding a 'device profile' section at the top of every ticket.

 

[WireFreak]

That's smart. What do you include?

 

[GaryStream]

Device type and model, OS version, app name and version, connection type (Ethernet/Wi-Fi), ISP.

 

[StreamKing]

Also include the exact time and content type when the issue occurs.

 

[AmyApps]

Timestamps help support correlate your issue with server logs.

 

[WireFreak]

I always do a speed test right when the issue happens and attach the screenshot.

 

[NvidiaShield_Greg]

Speed test screenshots are very valuable evidence for connection-related issues.

 

[NancyBuffer]

Also describe the exact error message or behavior — 'it doesn't work' tells them nothing.

 

[PaulHD]

Error codes are gold. Always screenshot any error code you see before dismissing it.

 

[RonaldFix]

I had a resolution time cut from 3 days to same-day after I started including error codes.

 

[WireFreak]

That's a 3x improvement from better information sharing. Worth the extra minute.

 

[MAGuser_Roy]

What about video recordings of the issue?

 

[AdminSarah]

Great guide. Saving this for my next support ticket.

 

[PaulHD]

Short screen recordings of the issue are very helpful for visual problems like artifacts.