Top tips for getting the best out of Support
Here at VerseOne, we want to provide you with the best support we possibly can. In order for us to do that, it’s important for you to provide as much of the right information as possible when raising a support request.
Here are some top tips and key things to think about.
- What website are you referring to?
- What page are you referring to?
- Who experienced the problem?
- Don't forward email trails to the support desk
- Replicate the issue
- Example of a bad ticket
- Example of a good ticket
- Summary: The key things to think about when raising a support request
Many of our clients have more than one website with us. If this is the case for you, please provide the website URL when submitting your support request. For example, tell us if the issue relates to your intranet or website.
When referring to a particular page of the website/intranet when submitting your request, please copy and paste the URL from your browser into the request. A lot of the time, our clients will have duplicate pages in their CMS. On these occasions, providing the name of the page is not enough for us to start looking at your issue. A link to the specific item saves everyone time and ultimately, allows us to to fix your issue quickly.
If submitting a request on behalf of one of your customers/residents/colleagues, please provide VerseOne with some information about who this is. For example it may be a contact in the CMS. If so please provide a link to the contact page.
Please resist forwarding internal email conversations to firstname.lastname@example.org. We will only need to clarify what the issue is with you and we’d rather discuss the details with you directly, rather than having to read conversations you’ve had with your colleagues before describing the issue to us in your own words.
If one of your customers/colleagues has encountered an issue, please try and replicate the issue yourself first. Sometimes, the issue is a misunderstanding by the user, rather than a problem in the technology.
Just saw an issue when uploading an image. Can you look into this?
This is a bad ticket because there is no client information. VerseOne now need to ask all of the questions above, adding to the time it will take to diagnose and resolve the problem.
My colleague, Joe Bloggs, is having an issue. His CMS account can be found here:
[[link to Joe Bloggs’s CMS contact]]
He is encountering the attached error screen when trying to upload the attached image into the Board Members image folder in our Media Library.
Site url: www.clientwebsite.com
Attachment1: screenshot of error screen
Attachment2: the image he was trying to upload
This is a well-written support request. VerseOne now has all the information it needs to replicate the issue being encountered. As you may know, replicating the issue is half the battle in technical support. From this ticket, we know what the issue is, who saw it and what he was doing at the time, and has provided everything we need to start fixing the problem straightaway.
- Will someone reading this ticket for the first time understand what my issue is?
- Can the issue be replicated using the information I have provided?
- Have I made any assumptions in my ticket? (You may have been asked, when discussing an issue with someone at VerseOne, to raise a support ticket. Please do not assume whoever you were speaking with has informed the support team about it. Of course, many times this will be the case. However, our account managers often have meetings and appointments which prevent them from discussing a future ticket with the support team in a timely manner for you. Stick to the steps above and supply all the information, even if you’ve already provided it to someone else at VerseOne.)