This article outlines some of the ways to ensure the best outcome for your tickets with the Arbor Support team. It outlines key elements to include in your initial contact that assist the Support team in investigating your query or issue, along with an example of a helpful email to support, and what the Support team might ask you to provide to help resolve your query. Key inclusions for a 'good' ticket include giving examples, including screenshots and links to the relevant page(s) in Arbor, and creating a separate contact for different queries.
What does a good ticket to support look like?
Provide clear examples
To help us investigate efficiently, always include specific examples related to your query. If it's a particular staff member, student, course, club, or trip, this way we can quickly pinpoint and understand the situation you're referring to.
Include screenshots and links
Arbor is a huge platform, so it's incredibly helpful if you can show us exactly where you're encountering an issue. Including screenshots or direct URL links to the relevant page helps us quickly identify and navigate to the area you're referring to, speeding up our investigation.
Start a new ticket for each new query
For effective tracking and faster resolution, it's crucial to raise each new query in a new email thread. This creates a separate ticket, which helps us track issues across different modules and escalate them if needed. This approach also ensures you receive a quicker response, as it prevents new questions from getting lost within existing tickets.
What this might look like
An example of a not-so-helpful ticket:
Example of a really helpful ticket:
What we might ask you to help troubleshoot your issue:
What page are you on?
An example user with the problem (profile link/Arbor ID)
What steps/pathway did the problem occur on?
What are you trying to do?
What are you seeing?
What were you expecting to happen?
We ideally need as much information as possible to understand your issue fully. If we require additional information, we will need to get back in touch with you to ask. Therefore, it’s quicker to provide it straight away if you can.
What next?
You can view any open or outstanding tickets you have with Support by following this guidance.
Comments
Article is closed for comments.