first rule of responding to support tickets

note to self:

Always, always, always, start with “thank you for reporting this problem.”

1. Because it’s true, we need the problem reports to know about problems, and too often people are scared to report problems because of past bad experiences, or don’t report problems because they figure someone else already has, or because they are busy and don’t have the time.

2. Because it gets the support interaction off to a good collegial cooperative start.

It works. Do it every time. Even when the problem being reported doesn’t make any sense and you’re sure (you think!) that it’s not a real problem.

If they give a good problem report with actual reproduction steps and a clear explanation of why the outcome is not what they expected, thank them extra special. 

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One Response to first rule of responding to support tickets

  1. So, so, so very true.

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