Writing a clear support request is essential to ensure the fastest response time. If all information is clear and our team does not need to request extra information, we can achieve maximum efficiency and the shortest response time.
Writing a clear support request is essential to ensure the fastest response time. If all information is clear and our team does not need to request extra information, we can achieve maximum efficiency and the shortest response time. Below we will leave a list of recommendations to ensure the shortest possible response time.
1. Clarity of Information
Describe your problem clearly, specifying the tests you carried out, the expected results and the results that occurred. Avoid phrases like “it gave an error” or “it didn’t work”; prefer explanations such as “the message xxxxxx appeared” or “instead of bringing result X, result Y appeared”. If you can add the error log for your hosting and PrestaShop, it will help us a lot.
2. Provide Access data whenever possible
To ensure the shortest response time for your support call, we ask that you provide access data for your PrestaShop panel and your hosting’s FTP whenever possible. We understand how important your privacy and that of your customers are, however very few errors can be corrected without this access. Furthermore, the less restrictive the permissions are, the less likely it is that we will need to call back asking for extra permissions.
If you are already an AgCare customer or have your online store hosted with us, then you do not need to provide access credentials. Otherwise, we request that I add the credentials to the ticket even if I have already added them in a previous support ticket. Each call is answered by a different person, depending on what is requested in each call.
Finally, we ask that always test access before submitting the support ticket. Unfortunately, we receive support calls with incorrect data, which ends up delaying problem resolution times.
3. Add illustrative images
Whenever possible, add images to the ticket, demonstrating the tests you carried out and any possible errors being presented. Also, check if you attached the images to the call.
You can also add videos, but if they are too large then you will need to save them to an external link that is accessible over the Internet. You can use Google Drive, Dropbox, One Drive, among other services for this.
4. Be Polite
We understand how frustrating it can be when things don’t go as expected. However, we value offering humanized service to our customers and, to this end, we request that support requests be made cordially.
Don’t write your support tickets using a form of communication that you wouldn’t want your customers to use with you or your employees. This way, our employees will feel more motivated and will be able to focus more on solving their problems. Still, we will all collaborate for a better world if we are all polite and cordial 🙂