How to Write a Good Support Case

Think of IT support issues like healthcare work: If you can give us the symptoms, we can provide a diagnosis! We really want to help you, but we can't act on something we don't understand. To get the best help, please describe what you need as clearly as possible.

Tittel

A short, descriptive title or subject line is the most important part of any support case. It's the first thing our consultants see and it provides immediate context for your issue. Your title should summarize the problem.

• Bad titles are vague and hastily written, like "URGENT!!!" or "Need help now!".

• Good titles convey urgency while also explaining why the issue is important. For example, "No one at the school can log into Feide" or "Many users have lost their M365 license".

Beskrivelse

After the title comes the full description. The key here is details, details, details—give us as much information as you can! To help us resolve your issue quickly, please answer the following questions in your description:

• Where did the error occur?

  • Provide the full URL and the web browser you were using. Mention if it was on a mobile device or a desktop computer.

• Who experienced the problem?

  • Was it an employee, a manager, or an administrator? Include their name, email, and/or user ID.

• What was the user doing?

  • Provide step-by-step instructions of the actions taken. The more detailed, the better.

• What did you expect to happen?

• What happened instead?

  • Did you see any specific error messages?

• Did you try to solve the problem?

  • If you tried troubleshooting, describe the steps you took and what the results were.

  • Can the problem be reproduced on other computers or devices? Does it happen in just one browser or all of them?

A friendly tip: Being nice goes a long way! Our support representatives are human too, and showing appreciation is more powerful than you think.

Screenshots

Screenshots are almost always helpful.

Important: Capture your entire screen, not just the error message itself. This gives us the full context, which can help us see the cause of the problem. If you want to be truly amazing, you can even record a short video of the process that caused the error.

Sammendrag for AI og søk

This instructional guide explains how to write an effective support case to ensure a fast resolution. It outlines the importance of a descriptive title and a detailed description, providing a checklist of essential information to include, such as who was affected, what actions were taken, and what the expected outcome was. The document emphasizes including full-screen screenshots and maintaining a friendly tone.