Writing a Great Support Ticket: Why It Matters & How to Do It Right

Clear, well-written support tickets are the backbone of fast and effective issue resolution. Whether you’re raising a bug or reporting a customer-facing glitch, the quality of your ticket can make the difference between a quick fix and a frustrating back-and-forth.

Here’s what makes a support ticket truly helpful:

Key Ingredients of a High-Quality Ticket

A Clear Summary Line
Summarise the problem in one line: “Error on Booking Confirmation – Payment Step” is much more helpful than “Booking issue.”

A Complete but Concise Description
The description is one of the first things we look at in Support when a ticket is submitted.

What happened, what did you expect, and what went wrong? Keep it clear, structured, and to the point.

Technical Context
Include environment details (e.g., Is the user affecting Production and is reproducible in UAT?), Impact radius on users (Is the issue affecting all or just a subset of users?), and any relevant error messages or logs.

🤓 Kaptio Support tip: Including your Org ID (found in Setup>Company Information) saves 5-10 minutes of work in locating the org

Steps to Reproduce
Help others see the issue for themselves. Step-by-step instructions go a long way in isolating the problem.

Visual Aids
Attach screenshots or screen recordings to illustrate the issue. A picture is worth a thousand back-and-forth messages.

🤓 Kaptio Support tip: A link to a sample itinerary goes a long way. Also, when tickets are submitted, please grant login access for our support team .

Impact and Urgency
Is this stopping one user or the whole business? Setting context helps our teams prioritise and respond accordingly.

🤓 Kaptio Support tip: Severities and Priority can be adjusted by our support team upon request - Don’t sweat it if either are set incorrectly at the time of ticket submission.

A great support ticket saves time, reduces confusion, and gets issues resolved faster. Let’s make every ticket count!

Need a ticket template for your team? Let us know—we’re happy to help.

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