At Billit we insist on helping our customers as quickly as possible. But if you create a clear and concise support ticket, your issue or question can be resolved even faster. Why? The right information helps our support reps analyse and solve your issue much more rapidly. What is more, this cuts down on back-and-forth e-mails between yourself and our team to give them the information they need to solve your problem.
So what information should you include in a support ticket?
• Start with a clear and concise subject line. A clear and concise subject line is the first thing our support reps see, enabling them to assess at a glance which rep is best placed help you and whether your ticket should be prioritised.
• Introduce or identify yourself. Provide the VAT number or e-mail address connected with your account or let us know the company on behalf of which you are contacting us.
• State your end goal. What were you doing and at which stage of the process did the problem occur? Try to give a clear and detailed description of the issue. What result did you expect from the process you were carrying out and what was the unsatisfying result you obtained?
• Provide technical details. Useful technical details include: the web address or URL where the error occurred, the file in which the problem occurred (VAT number), the invoice concerned, the device on which the issue arose and your operating system and browser version. If you aren’t sure about the technical details of your device/browser, go to www.supportdetails.com. This page will analyse the data using your browser and immediately display the information you need.
• Visualise your problem. Take a screenshot when something goes wrong. Or at least try to describe the problem as best as you can.
• State the time and frequency of the issue. When did the issue arise and does it continue to occur? We often check our logs to review what went wrong at the time when the issue occurred. This information can be really useful to our staff, helping them analyse and solve your problem quickly.
• How have you tried to troubleshoot the problem yourself? Have you taken steps to fix it? If so, be sure to include this information in your support ticket. This means that our employees won’t have to repeat these steps, or it might help them to deduce more quickly where and why something went wrong.