When you encounter a problem and need to contact our support team, the way you write your ticket can significantly impact how quickly and effectively your issue is resolved. A well-crafted ticket — clear, concise, and informative — can mean the difference between an immediate fix and a lengthy back-and-forth that delays resolution.

Before Submitting a Ticket: Initial Troubleshooting Steps

Before reaching out, take a few moments to perform these checks:

• Ask your colleagues: Confirm if others are experiencing the same issue and whether they have already found a solution
• Search our Knowledge Base: A quick search might reveal a relevant article or an existing workaround
• Restart the application or device: If the issue involves the Telavox app, try fully closing and reopening it. If it concerns a VoIP terminal, restart the device. If the problem persists, consider rebooting your computer or your smartphone as well

If none of these steps resolve the issue, please include the actions you have already taken in your ticket — it helps us avoid suggesting things you've already tried.

Crafting an Effective Subject Line

Your ticket’s subject line should briefly and clearly summarize the issue. A good subject allows our team to immediately understand the nature of the problem, especially during periods of high ticket volume. Be specific and include relevant keywords (e.g., “Call recording failure for user X in queue Y” rather than “Issue with calls”). This improves both the speed of triage and the accuracy of categorization.

Check if the Issue is Reproducible

Before submitting your request, try to replicate the issue:

• Does it occur on multiple devices or just one?
• Can you reproduce it consistently, or is it intermittent?

If you can replicate it, include step-by-step instructions. This greatly helps our team in identifying the root cause and implementing a solution.

Write a Clear, Detailed Description

Many people do not tell the full story when they ask for help — sometimes unintentionally. But leaving out key details only makes the resolution process longer and more difficult. The more context and information you provide, the faster we can identify the root cause and offer the right solution.

A well-written ticket allows us to focus on the most critical aspects of your issue right away. Here is what to include:

• Describe the issue clearly: Include specific symptoms, behaviors, or error messages. Screenshots or short videos are extremely helpful.
• Provide a timeline: When did the issue first start? Is it ongoing, intermittent, or a one-time occurrence
• Specify the location or scope: Is the problem affecting a specific user, group, queue, or network segment?
• Note any recent changes: Mention any system or environment changes made before the issue started (e.g., new device, firewall rule, software update, ISP change).
• Explain the impact: Let us know how this issue affects your business, users, or customers — the more we understand the urgency, the better we can prioritize it.

In Summary

The goal of a support ticket is simple: to clearly communicate the problem you are facing so we can resolve it as efficiently as possible. Taking a few extra minutes to write a thoughtful, complete ticket not only helps us help you faster — it contributes to a smoother support process for everyone.