Best practices for writing an effective support ticket

By Shannalyn West posted 09-21-2021 17:11


The first step to submitting an effective support ticket is making sure that you have a Support account. If you don’t have one, Create one here. Our Support Team can assist you with error messages or bugs you encounter in the system, as well as provide answers to standard how-to and basic troubleshooting questions. 

When first using the support portal to enter a ticket, many are unsure of the best practices when entering a ticket.  Here are some good practices to follow:

  • Submit only one issue per ticket. Different issues usually require different resources, and one ticket can only be assigned to one person at a time. You will get a resolution more quickly if each issue has its own ticket.


  • Be descriptive rather than generic or just a single sentence that says help needed.  The more information the better.  Well-defined and comprehensive details are key to getting your issues resolved quickly.

Keep in mind, the easiest way to reproduce the issue is by providing the scenario, and a corresponding summary for each step of the process. For example, you could provide information including what the interaction was, the expected result, and then the actual result. 

The following outline of steps to recreate the problem is an example of a good description of the issue as well as how it was encountered:

    1. Log into KB_NAME on SERVER_NAME as USER using BROWSER
    2. Go to the Support Case table
    3. Edit record with ID 32
    4. Change Status field from Open to Closed
    5. Click Finish
    • Result: Error message 'XXX' and no fields are updated.
    • Expected Result: Support case is successfully updated.

In comparison, the support team would likely require more information from you with a description like

    • When I try to close a ticket, I get an error message. This has been happening for the past three days.
  • Screen shots and video recording is helpful. If you receive an error message or encounter a bug in the system, take a screen shot of the error message, and list out steps you were taking when the error message or bug appeared.  If you can screen record, that is a HUGE help because our support team is easily able to see the steps you took as well.  You can attach any image/video files in the ticket.

  • Login information is especially important, because some issues can be team- or group-specific, and may not be observed by members of other groups.
    • In some cases, user login may be enough, because Agiloft Support can create test users with the same groups and teams membership to reproduce the problem. However, some cases are unfortunately user-specific and may only be reproduced with the account of the user who reports the problem. In such cases, Agiloft may request either the login credentials or a screenshare session in order to investigate the problem.
  • Note the Web Browser and Version information. Some issues may be browser-specific. You can find information about your browser version via the browser's Help/About menu.

  • Keep replies and responses within the original ticket and use that same ticket for any escalation as needed.
    • If you need an escalation for a ticket, please let your Customer Success Manager know and we are happy to escalate that internally to get more eyes on it.
  • Do not open a new ticket for the same issue. Increasing urgency through multiple tickets for the same problem can actually delay resolution because the team spends extra time investigating the new ticket as a new issue, usually repeating steps that have already been taken. It also means something relevant to solving the overall issue will be recorded in one ticket and not another. It also obscures when the original issue occurred, which can sometimes be relevant to solving the issue. Finally, the latest ticket will always appear to be new and therefore less urgent to resolve than a ticket that has been open for some time.

Keep in mind that in some cases, Support may refer your ticket to the implementation expert who originally configured your KB.  Also, If a bug needs to go to the development team, ticket resolution will be a little longer.  If you need an update, please check in with your Customer Success Manager and they can investigate it internally for you.  Your Customer Success Manager is here to help!

Need to send a large file to Customer Support for your ticket?  We have a wiki page with instructions here.