At TIMBERplus, our goal is to make sure you get the help you need as quickly as possible. The smoother the communication, the faster we can find a solution — and that all starts with a good support ticket.
When a ticket includes clear and structured information, our team can immediately understand what’s going on and jump straight into solving the issue. On the other hand, when details are missing or mixed together, we often need to go back and forth asking questions — which slows things down for everyone.
By following a few simple best practices, you can help us help you faster. Here’s how to create a great support or change request ticket that gets results quickly.
Start by explaining what you thought would happen and what actually happened instead.
Example:
Expected: When clicking Save, the system should store the data and return to the main screen.
Observed: After clicking Save, an error message appears, and the data is not saved.
This simple comparison helps us immediately understand what’s not working as intended.
Please list the exact steps that lead to the issue, in order. Clear, numbered instructions allow us to recreate the problem on our side — which is the fastest way to identify and fix it.
Example:
Open the module “Orders”
Select any customer
Click Save → error appears
Each ticket should focus on one specific issue or request.
If you have several unrelated topics, please open a new ticket for each.
This keeps communication clear and ensures faster resolution.
A good title gives us an instant idea of what your request is about. Try to avoid general titles like “Problem” or “Urgent.”
Examples:
“Order module – Save button triggers error message”
“Report layout – Incorrect column alignment”
Understanding how critical an issue is helps us prioritize correctly.
Please let us know:
How many users are affected (one, several, or all)?
Does it block production or daily work?
When did it first occur?
Only mark a ticket as urgent if it stops production or affects multiple users.
If you have updates or new information about the same issue, please reply within the same ticket.
Opening parallel tickets for the same topic can cause confusion and delay resolution.
Please CC only those directly involved in the issue.
Too many recipients can make communication less clear and slow down progress.
Tickets marked as “Pending – Waiting for Customer” will be automatically closed if there’s no response within two weeks.
If you still need help afterward, you can always reopen the ticket or create a new one.
A clear and well-structured ticket helps us help you faster. When tickets are unclear or contain multiple issues, our support team has to spend extra time understanding the situation — time that could be spent solving it.
By following these steps, you help us work more efficiently and ensure that your issue is resolved as quickly and effectively as possible.
We appreciate your cooperation and the time you take to provide clear information. Together, we can make the support process smoother and more efficient for everyone.