Mastering the Support Ticket System: Your Guide to Swift Issue Resolution

At Fermalen, we're committed to providing exceptional support to our clients. Our ticket support system is designed to ensure quick, efficient resolution of any issues you might encounter. This comprehensive guide will help you maximize the effectiveness of our support system and get the assistance you need faster.

Understanding Priority Levels

Our ticket system uses priority levels to ensure critical issues receive immediate attention. Understanding these levels helps ensure appropriate response times:

• Critical Priority: Server down, service unavailable, security issues
• High Priority: Performance issues, partial service disruption
• Medium Priority: Configuration assistance, non-critical issues
• Low Priority: General inquiries, feature requests

Creating an Effective Support Ticket

Follow these guidelines to create a support ticket that will get faster resolution:

1. Clear Subject Line: Use a specific, descriptive subject that summarizes the issue
2. Detailed Description: Include all relevant information about the problem
3. Error Messages: Copy and paste any error messages exactly as they appear
4. Steps to Reproduce: List the exact steps that lead to the issue
5. Recent Changes: Mention any recent changes that might be relevant
6. Expected Outcome: Describe what you expected to happen

Essential Information to Include

Always include these details in your support tickets:

• Server IP address or hostname
• Control panel username (if applicable)
• Operating system and version
• Time when the issue started
• Any troubleshooting steps already taken
• Screenshots or error logs when relevant

Ticket Management Best Practices

Follow these best practices to ensure efficient ticket resolution:

• Keep all communication within the ticket thread
• Respond promptly to support team questions
• Update the ticket with any new information
• Mark resolved tickets as closed
• Create separate tickets for unrelated issues
• Save ticket numbers for future reference

Response Time Expectations

Our standard response times based on priority levels:

• Critical Priority: 15-30 minutes
• High Priority: 1-2 hours
• Medium Priority: 4-6 hours
• Low Priority: 12-24 hours

After-Hours Support

Our 24/7 support team handles different types of issues during off-hours:

• Emergency server issues
• Service outages
• Security incidents
• Network connectivity problems
• Critical system failures

Escalation Process

If you need to escalate a ticket, follow these steps:

1. Request escalation within the ticket thread
2. Provide justification for the escalation
3. Include any relevant deadlines or business impact
4. Allow up to 1 hour for escalation review
5. Escalated tickets receive priority handling