Brixly is renowned for providing swift, high-quality support, boasting a 99.3% satisfaction rating from nearly 400,000 support tickets. We're proud to have one of the UK's leading average response times. However, we're always looking for ways to improve and speed up our support. One significant factor that can delay issue resolution is the time spent gathering information from customers.
The Importance of Detailed Information
Let's consider an example. A ticket arrives in our support queue with the subject "My email doesn't work." Unfortunately, this doesn't provide much information for us to work with, and we need to ask various questions to understand the issue fully.
A more helpful ticket might read: "I'm receiving a 550 error when sending emails from email@example.com to firstname.lastname@example.org. I've checked the delivery reports but didn't find anything that would cause this issue. Can you please help?"
How to Write an Effective Support Ticket
Here are some tips for writing an effective support ticket:
- Be specific about the issue. Instead of saying "My website has a 500 error," provide more details, such as the specific page where the error occurs and the steps to reproduce it.
- Be respectful and patient. We understand that downtime or issues can be frustrating, but rudeness or impoliteness doesn't help us diagnose the problem.
- Avoid abusing the 'Urgent' status. This should only be used when a site is unavailable or there's a major outage. Abuse of this facility may lead to account suspension.
Checking for Site Availability
Before raising a 'site down' ticket, please ensure that you have checked for any 'IP Address' blocks via our client area, and ensure that the site is offline 'to the rest of world'. You can do this by using the following tools:
- Is It Up
- Pingdom Tools
If you suspect an issue is related to your location, or that you think a block is on your country/region, then you can confirm this using tools like GeoPeeker.
Selecting the Appropriate Support Category
When raising a ticket to our support department, please ensure that you select the appropriate 'category', rather than 'Other'. This helps us handle your support request more efficiently by providing us with additional context for your ticket. It also presents you with some pre-diagnosis steps, which may help resolve the issue at hand.
Our support system has been thoughtfully designed to encourage self-guidance. This approach offers numerous advantages for both our clients and our support team. While it might take a little longer to submit a support request, this process ensures that the issues reaching our support team come with sufficient information, minimizing the need for back-and-forth communication.
By promoting self-guidance, we empower our clients to access helpful resources and diagnostic steps that can potentially resolve their issues independently or provide valuable context for our support team. This streamlined process enables our support team to focus on addressing more complex issues and providing tailored assistance, leading to more efficient handling of support requests and a higher overall level of customer satisfaction.
By providing detailed information when opening a ticket, we can spend less time gathering more information from you and solve the issue much quicker. We're here to help and will do our very best to guide you in the right direction.