Support Etiquette and Best Practices

Effective communication helps us resolve your issues faster. This article outlines recommended practices for submitting and managing tickets in the Hansen360 Support Portal.

When Submitting a Ticket

• Be Clear & Specific: Describe the issue in detail, including error messages, steps taken, and expected outcomes.

• Use Attachments: Add screenshots, logs, or files to help our team understand the issue.

• Select the Right Priority: Choose a priority that reflects the actual urgency (Low, Medium, High, Urgent).

• Choose the Correct Type: Mark your ticket as a Question, Incident, or Problem to help us route it correctly.

During the Ticket Lifecycle

• Respond Promptly: Reply to requests for more information as quickly as possible to avoid delays.

• Keep One Issue per Ticket: Submit separate tickets for unrelated issues to keep resolution streamlined.

• Avoid Duplicate Tickets: Instead of opening a new one, reply to the existing ticket if the issue persists.

Communication Tips

• Professional Tone: Always use clear and respectful language in communications.

• Concise Updates: Provide only relevant updates—this helps us stay focused on resolving the issue.

• Escalation: If needed, request escalation through the portal or by emailing support@hansen360.com with your ticket ID.

Following these etiquette guidelines ensures that your issues are handled quickly and effectively. A well-structured ticket helps our support engineers diagnose and resolve problems without unnecessary back-and-forth.

Pro Tip: The more context you provide at the start (steps, screenshots, logs), the faster we can deliver a resolution.