What to send support
The five things that let us answer on the first reply instead of the third.
- Who can use it
- All staff
Most tickets are slow because the first message cannot be acted on. These five make that rare.
- What you expected and what happened instead. One sentence each.
- When it happened, with the date and roughly the time. We can line it up with your Call History.
- Which room, if you have more than one. The personal room link, or the shared room name.
- Whose end. Yours, the client’s, or both. The result of Test Your Connection at each end settles it, and is worth running before you write.
- The device and browser, at whichever end had the problem. For a client, the Status dialog on their queue row tells you without having to ask them.
A screenshot of an error message is worth more than a description of it.