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Support ticket template – help us (vendor support) help you (the customer)

Support ticket template – help us (vendor support) help you (the customer)



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One Comment

  1. This is very good. I’d just flush out #2 a bit more to help set the proper severity:

    – Are there currently production customer facing or revenue generating applications down or not functioning properly?

    – Could this lead to a customer facing or revenue generating application to fail or be exposed to disaster if not fixed promptly?

    – Have you lost visibility and/or control into operations and performance of your environment?

    – Do you need guidance with setup and configuration of a solution?

    – Are you planning a change and would like for support to review you plan?

    ​

    I know seventies are a sensitive subject when dealing with support but being truly up-front and honest from the onset of the case can actually help speed up the time to resolution. We need more customers to understand that.

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    Thanks for this!

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