How to write a helpful bug ticket

Owned by Youri Seichter (Deactivated)
Last updated: Jun 05, 2023 by Hristo Grozdanov
1 min read

To diagnose and fix problems, the support team needs detailed information to reproduce the same error you received. The more specific you are, the faster the support team can get you back in business. A great, informative support ticket answers several questions. Here are the five questions you should ask and answer when submitting a ticket.

Required Information

Please always include the following information:

  1. How urgent is this issue? Write down your contact information and relative priority of the issue against other outstanding requests.

  2. Where did the error occur or which part of the software? Provide the URL and the browser you were on when you experienced this issue.

  3. What did you expect to happen? Provide details on what you expected to happen versus what actually happened. Break each step into a separate paragraph.

  4. Did you attempt to fix the problem? If you attempted to trouble-shoot, provide the steps you took and their results.

  5. What did it look like on your screen? Provide documentation, details and screenshots when possible. If you want to be truly amazing, take a video screencast of the process causing the error.

Additional Information