What: Helping your agent help you

What: Helping your agent help you

How to log a S S Superb ticket

Summarise

In the subject of the app or your email. We want you to summarise your ticket down as much as possible.

Here are some examples:

  • “Login Error: Unable to Access Account”
  • “License required: Power Bi Pro”
  • “Missing Data: Financials”
  • “Payment Missing: Sourcefin Deal 1”
  • “Network Connectivity Problem: Office Wi-Fi”
  • “Feature Request: File Sharing Functionality”
  • “Printer Offline: Unable to Print Documents”
  • “Mimecast blocking an email: See details attached”
  • “Website Error: Page Not Loading”

Specify

To specify means to give all the juicy details about something without holding back. So, tell us as much as possible in the body of the ticket.

  • Where it happened
  • What went wrong
  • How you tried to solve it
  • When you need it done

Here’s an example:

Subject: Financials not saving: Sourcefin Deal 1

Hey Team,

Having a bit of trouble with the Sourcefin PO App (Where it happened).
Whenever I try to update the financial details for a deal, they just won’t stick! Hit “Save” a bunch of times, but nothing changes (What went wrong).
Tried refreshing the page and clearing cache, no luck (How you tried to solve it).
It’s delaying the deal big time! It is quite urgent please assist ASAP! (When you need it done)

Thanks

Submit

Well done! You’ve mastered the art of submitting detailed tickets. Now, whenever you face a tech hiccup, just reach out. We’re here to help turn your tech troubles into solutions! But before you dive into logging your next ticket, let’s go over a few quick rules to ensure your requests get the attention they deserve.

Rules of thumb

Be mindful

Tech & Data always wants to assist. We are constantly improving the ticket system and speeding up our processes. However, Tech & Data has their own tasks and strategic objectives they need to reach. They humbly ask that when requesting a deadline for a ticket, that you provide a realistic one.

If everything is urgent. Nothing is!

Set realistic expectations

Understand that some issues may take time to resolve depending on their complexity and the workload of the team. Avoid expecting immediate solutions for every request. If we are delayed in processing your request, you will be notified of any updates regarding your issue.

Log a ticket!

We can guarantee you will hear this a thousand times at Sourcefin. The ticket system exists to streamline and track issues. Avoid reaching out to individual team members or using unofficial channels for support requests. Utilize the designated ticketing system to ensure proper tracking and prioritization of your issue.