What Information Helps Resolve Support Tickets Faster

When something isn’t working, the faster we understand the issue, the faster we can fix it. While we can often diagnose problems with limited information, a few key details upfront can significantly speed things up.

This post explains what information is most helpful when submitting or updating a support ticket — and why it matters.

Why details matter

Support tickets are like troubleshooting puzzles. The more context we have, the fewer assumptions we have to make.

Clear information helps us:

  • Identify the issue faster

  • Assign the right technician immediately

  • Avoid back-and-forth questions

  • Reduce overall resolution time

Even a small detail can save significant time.

The most helpful information to include

1. What’s not working (in plain language)

Describe the problem as clearly as possible.

Helpful examples:

  • “Outlook won’t open and shows an error”

  • “I can’t access the shared drive”

  • “My computer is very slow this morning”

You don’t need technical terms — just describe what you see.

2. When the issue started

Timing matters more than it seems.

Let us know:

  • When you first noticed the issue

  • Whether it worked earlier that day

  • If it started after a restart, update, or change

This helps us correlate issues with updates or system events.

3. Who is affected

Please tell us:

  • Is it just you?

  • A few users?

  • Everyone in the office?

Issues affecting multiple users are often prioritized differently and may have a different root cause.

4. What you were trying to do

Context helps narrow down causes.

Examples:

  • Logging into email

  • Opening a specific file

  • Printing

  • Accessing a website or application

This tells us where the problem is occurring.

5. Exact error messages (screenshots help)

If you see an error message:

  • Include the full message if possible

  • Screenshots are extremely helpful

  • Even partial wording can matter

Error messages often point directly to the cause.

6. Device name or location (if known)

If you know:

  • Your computer name

  • Whether you’re in the office or remote

  • Whether you’re using a laptop or desktop

That information helps us target the correct system faster.

7. Urgency and impact

Let us know how the issue affects your work.

Examples:

  • “I can’t work at all”

  • “This affects a deadline today”

  • “It’s inconvenient but not urgent”

This helps us prioritize appropriately.

What’s usually not necessary

You don’t need to:

  • Diagnose the problem yourself

  • Suggest technical fixes

  • Use IT terminology

Simple, accurate descriptions are more valuable than guesses.

How to provide updates correctly

If you need to add information:

  • Reply directly to the ticket email

  • Keep all updates in the same ticket

  • Avoid opening a new ticket for the same issue

This ensures all details stay together and visible.

Why this improves service

Providing helpful information upfront:

  • Reduces resolution time

  • Prevents duplicate work

  • Improves communication

  • Helps us help you faster

It also supports clear documentation and accountability — which benefits everyone.

Our recommendation

When submitting or updating a support ticket, include:

  • What’s happening

  • When it started

  • Who is affected

  • Any error messages

  • How urgent it is

You don’t need to write a lot — just enough to give us a clear picture.

If you’re ever unsure what to include, submit the ticket anyway. We can always ask follow-up questions — but good details upfront often mean a faster fix.

Al Davis