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What should a support ticket include?

In this article, we describe the elements that must be included in a support ticket to ensure prompt processing.

The support case must be reported correctly.

Please note that we can only ensure a smooth support process if the support process is followed. Therefore, please send support requests exclusively to service@brandreach.at or use our service bot or the support form on our website. You can find information on how the support process works and what to consider in the article "What does the support process look like."

What information should a support ticket include?

To handle your support request correctly, some information is required. To make it easier for you to report support inquiries, we have summarized this information for you:

1. What type of problem is it?


Please describe the problem as precisely as possible. If you can use specific technical terms (e.g., because they are displayed in the user interface), please do so.

Example: Image upload on WordPress:

Wrong: I wanted to upload an image to the database, and it didn't work.

Correct: I tried to upload an image to the media library, and the following error message appeared.

2. What were you doing when the problem occurred?

Sometimes additional information can be helpful. Did different processes block each other? For example, if you are downloading multiple files simultaneously, it might lead to display errors or timeouts on your website when you open it (depending on your internet connection's bandwidth).

3. Is the error reproducible?

This is crucial information. Errors that cannot be reproduced cannot be fixed, since they no longer occur.

4. What operating system/browser/version are you using?

Sometimes the specific system configuration can be a factor in reproducing the error. For instance, a display issue might only occur with a specific Internet Explorer version. Without this information, analyzing the problem may require significant effort. Please help us by providing this information to facilitate a quick understanding of the issue.

5. What should be the desired outcome?

Sometimes everything may seem fine at first glance because we don't know how the desired outcome should look. Please inform us about the expected result. This can help identify and narrow down the problem.

6. If there was an error message, what was the content?

Error messages help us with identification. If you received an error message, please take a screenshot and include it with your support ticket.

7. Screenshots

In general, visual information helps to understand what you saw. Therefore, it is very helpful if you provide us with screenshots of the problem and, if applicable, the individual steps leading to the issue.