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Submit Support Tickets Like A Pro

How to Submit Better Support Tickets

(And Get Faster, More Accurate Solutions)

To help us resolve your issues quickly and effectively, it’s important to submit detailed and well-structured support tickets. This guide walks you through what to include in a ticket and how to choose the appropriate priority levels so we can respond appropriately.

🔹 Why Good Ticket Information Matters

The more complete your ticket, the fewer follow-up questions we need to ask — meaning faster resolution times for you. Well-written tickets reduce misunderstandings, eliminate guesswork, and help us assign the right technician from the start.

🔹 Where to Submit Support Requests

You can submit a support ticket using any of the following methods:

🔹 What to Include in Your Ticket

1. Clear and Specific Subject Line

✅ Good: “Outlook not sending emails – error code 0x80042109”
🚫 Bad: “Email broken”

2. Detailed Description

Tell us:

  • What were you doing when the issue occurred?

  • What should have happened?

  • What actually happened?

  • When did the problem start?

  • Is it recurring or one-time?

3. Screenshots or Attachments

Attach any relevant files: error messages, screenshots, logs, etc. (https://caltecbahamas.com/ctn/knowledge-base/article/how-to-take-screenshots)
Accepted formats: .jpg, .png, .pdf, .doc, .zip, .rar, .docx, .xls, .xlsx, .mp4, .wav, .csv

4. Steps Already Taken

Let us know if you’ve restarted your system, checked cables, updated apps, etc.

5. Impact and Urgency

Tell us how the issue is affecting your workflow — and choose the correct priority level (see next section).

🔹 Choosing the Right Priority Level

When submitting your ticket, selecting the correct priority helps us triage requests fairly and respond based on actual business impact. Here's how to choose the right one:

Priority Description Examples
High (Urgent) Critical issue affecting business operations. No workaround available. Internet outage, server down, email not working for all users
Medium (Normal) Moderate issue affecting one or more users. A workaround may be available. Printer not working for one department, software errors, minor slowness
Low (Non-Urgent) General questions, small requests, or cosmetic issues. Requesting a new software install, help setting up a signature, password reset

💡 If you're not sure, go with Medium, and we’ll adjust the priority if needed based on the details you provide.

🔹 Ticket Example: The Ideal Format

Subject: Cannot access shared drive – “Z:\ is not accessible”
Description:

I started receiving this error when trying to access the shared drive this morning. I’ve restarted my computer and confirmed others in the office can access it. I'm blocked from accessing key project files.
Attachments: Screenshot of the error
Steps Taken: Restarted PC, checked WiFi
Priority: High – urgent business impact

🔹 After You Submit

  • You’ll get a confirmation email

  • We’ll triage and assign your ticket based on priority

  • You’ll receive updates as we work toward resolution

  • You can track progress or add notes via The CalTec Dashboard

❓ Still Not Sure?

If you're unsure how to describe the issue or choose the right priority, just submit what you can — we’ll follow up and help fill in the blanks.

🚀 Help Us Help You

Clear tickets = faster fixes. We appreciate your partnership in keeping things running smoothly.

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