How to write good support request

Any request that you email to the helpdesk is managed by a Customer Relationship Manager and not a standard email client. This means that some elements of your request are managed by the system whilst others rely on the information you have emailed. It also changes how we interact with the requests and ultimately how we triage the requests coming in.

• Each email starts a new support request (ticket) with a unique ID, this ensures that we can monitor the ticket until it is completed and then it is closed and archived.
• When you reply to one of our responses the system will connect your email with the original ID, keeping the thread all together for easy reference.
• Always start a new email for a new request. If you confuse requests within a thread we may miss this, especially if we have previously completed and closed the request.

Writing a good support request

Subject Line:

This becomes the description of the request (ticket) and is what we see when triaging your request. It will also help you manage the conversation/thread.

• It should be a brief message to describe what you are requesting.
• Try not to use the same subject line for all requests.
• Avoid using things like
  • "Website update"
  • The name of your organisation
  • Codes or acronyms

Your email address:

This is used to associate you with your main organisation if you have contacted us already.

• If you have not contacted us before or you manage more then one website, you should included this in the body of the email.

Body of the email:

Obviously this is where you will write the full details of the request

• Tell us which site(s) the request is regarding should you manage more than one website or you have not contacted us before.
• Give clear details to the issue as well as what you hope to achieve rather then just an instruction. We may be able to offer a better solution to the issue.
• Don't forward an email from an external source or internal conversation without providing explicit instructions.