This guide will explain how to create an effective support request. A well-formed ticket will be routed quickly and will receive a timely response compared to a request that is lacking information. Find a downloadable version of this article here.
Steps to a Good Support Request
Step 1: Create a descriptive email subject.
Name the problem and the application in which the problem is occurring.
Example: "Can't add activity data in Se Puede Mobile."
Step 2: Detail the issue:
Be sure to include:
- the local number
- the author's role (Organizer, Membership, Dues Processor, etc.)
- write a detailed description of what is to be accomplished and the roadblock in the way
- include screenshots or videos when possible
- a timeframe of when the task needs to be accomplished
- for whom or why the work is being done
- best time or way to contact you if different from email
Example: "Hello, I'm an organizer at Local 362 and I'm trying to add activity information for everyone at DNC Tampa who has committed to wearing a button on Tuesday. When I tap the edit button from the search results, nothing is happening. Attached is a screenshot of what my phone looks like with the search results. I've been working on this for 30 minutes, but I can't seem to get around the issue. I need to have this information updated by our 4 pm meeting with the organizing director. Can someone call me to help me walk through this issue? I'm available by phone until 3:30 pm and my number is 407-555-1212. Thank you!"
Step 3: Include a signature with your full name and pronouns.
Example: Jane Smith (they/them)
