CentrioHost Blog

Tickets are a tough animal to tackle because everyone is predisposed to their own “best way”. After eleven years in the hosting world (3 in mass virtuals, 3 in enterprise, and 5 in high volume dedicated), the trouble ticket is always tough to perfect.

From our side, here are some pointers that will streamline your ticket:

The 8 Keys to Successful Tickets

1. One Ticket = One Issue – If possible, keep the tickets as simple and targeted as you can. Don’t worry about opening multiple tickets with different issues…we actually prefer it. Having multiple issues can impede proper support. Here’s why:

1) It can make it hard to troubleshoot because we don’t know which one to work on first.
2) We don’t always know which issue is more important (to you) and needs resolution first.
3) It can require different departments and may be shuffled around.
4) The longer the ticket gets, the more the next tech has to read and the higher the propensity to miss key information.
5) Multi-issue tickets seem to be never-ending, frustrating both the customer and the technicians trying to help.

2. Username / Password / Server / IP – start with the basics. We lob about half the tickets back within minutes asking for server credentials which slows the process. It’s your server — if you don’t want us in there just tell us. You won’t hurt our feelings. It makes troubleshooting more difficul