How to write a good and helpful support ticket

Submit a ticket Form

To submit a ticket click on the "submit a ticket" icon, this will then present you with the screen below.

How to write and provide a good ticket, which will speed up our response time

Staying relaxed is essential to getting through your booking system emergency. 

“This one’s important. We handle a lot of wide-ranging, high-pressure situations here at iPro, and our support team would not be able to handle them without keeping a clear mind and following a systematic approach. When you are calm, it helps your support team stay calm. Win-win.”

When creating the ticket please remember the following golden rules

1. be descriptive in the subject line, ideally include your site name followed by the description. Client Name: "Description of the problem"
2. Provide the url of the page where the issue / incident is.
3. Provide as much information as you can. The more information that is provided the quicker the resolution is likely to be 
   • What are you trying to achieve?
   • What is the issue?
   • What were you expecting to happen?
   • What steps need to be taken to reproduce the issue?
   • Does the issue relate to just one booking/owner/property or many?
   • Have you changed anything recently?
   • If you have an error message what is it?
   • If possible, and if it adds to the explanation add a screenshot.
4. Is there sufficient information for someone who does not necessarily know your business to understand what you are trying to achieve.
5. Be polite and courteous, keep the tone, positive and informative, remember we both want the same thing.
6. Can you replicate the issue? If so please record via loom.com

Examples of Good/Bad/Ugly support tickets

Good
When clicking on the link for the floorplan on  the property page for  Casa Felix, the guests are directed to a page that no longer exists, see attached screenshots, can you please let me know how to correct this link.

• I have agreed that the guest for booking ID 2687 can pay the deposit and the balance  in several stages, how can I reflect this within the payment schedule?
• My company will be VAT registered from 1st April, what do I need to do to ensure that the VAT is correctly reflected within the bookings?

Bad

• I have uploaded a new property and I can't see it
• I have loaded an image and it is not on the website
• Problem with payment schedule on booking ID 2687

Ugly (yes this really happens!)

• ??
• 404 on web page
• Screenshot (without explanation)
• Problem with a booking ID 2687.

Follow the conversation

Once a ticket has been raised you can follow the conversation within the ticket, select the ticket you wish to view and follow the conversation.

How did we do? (Feedback)

We welcome all feedback,both as an opportunity to thank those that have done a god job, and to  identify opportunities to improve if things were not so good.

When you have selected your rating, you will be able to add an (optional) comment regarding why you selected this rating.

You can rate your support tickets both from within the support desk or by clicking on the buttons within the support emails.