Ticket Submission Best Practices

You might want to know which tickets do we solve the quickest?
Well, the answer for 90% of the cases is: those which include the most detailed information! 

If your ticket has all the information we need, we will not request you further information and we can start working on it as soon as we receive it. In 90% of the cases, a reply is received within a few hours.

See below the Step by Step for a successful communication with our Team.

 

Step 1: Provide a descriptive subject line

Use the subject line for a quick summary. Avoid words which don't help describe your case. The subject line is what we see without opening the ticket body and having a good description helps us prioritize and route your request to the right team.

A small effort on your part will save us a bit of time and allow us to respond quicker.

Examples:

❌ Help! Not working

✔️ Booking engine: length of stay discount miscalculation

 

Step 2: Ticket Body / Issue or Request Description

Describe what the problem is in as much detail as possible. Include what you were doing when the problem occurred, which software section were you navigating and inform any recent changes made to your account. This will help us narrow down what we need to look at. 

In case you have described what you consider to be a general issue, please provide some examples. Depending on your case, it may be:

- A booking. Please provide booking reference number, property, dates, portal.

- A specific date / period of time /case. Add all necessary details for us to replicate it.

 

Examples:

❌ My price synchronization doesn't work

✔️ My price synchronization doesn't work from Smoobu to Airbnb.  For my Property A on 21/04/2021, my base price is €70/ a night and adding up the 15% mark-up which I already set up last month, it should totalize €80 for 2 guests. However, I see it's €95 on Smoobu's Prices tab - Airbnb row. (Please see screenshot below).

 

Step 3: Screen shots/error messages

Include any screen shots of the issue, error messages or windows that may be frozen. If you cannot capture a screen shot please describe what you see in the screen and add the URL link for a Smoobu agent to access that screen.

 

Step 4: Trouble shooting

If you haven't done it yet, explain step-by-step how to reproduce the scenario or problem you are describing. To diagnose and fix the problem, the support team needs detailed information to reproduce the same error you received. 

What steps have you taken? Have you tried to restart your browser? Cleared your cookies/cache?

 

Step 5: Submit the ticket

A quality ticket can only come from a ticket that is actually submitted. Rather than calling about the ticket you intend to submit - just submit it. The sooner it is submitted the sooner it can be addressed. Please note a Customer Support agent cannot submit a ticket for you.

Conclusion!

All in all, the most important part is entering a descriptive Ticket Subject and a complete summary the situation in the Ticket body, with proof and steps to recreate the case. This will help us route, sort out, and quickly locate tickets. Use wording that states what the specific problem is and what you are seeing.

Additional considerations:

• Do not open multiple tickets for the same issue. No matter how urgent your report may be, opening multiple tickets will slow down the whole support process and will also consider your ticket to be new which will place you at the back of the line.
• Do not contact Smoobu in more than 1 language. If your account is served by the French Team and all of a sudden send a message in Spanish, your message will be directed to the French Team. When they read it, they will redirect it to the Spanish Team and your ticket will be placed at the back of the line. 
• Avoid Directed Messages. Please send messages to our helpdesk email ([e-mail]) or via our Submit a request form / Open ticket, without directing it at an agent in particular. Often, the person you direct it to is already working on something else (or perhaps out of the office) and this prevents other available agents to handle your request right away. Also, unless specifically requested to do so, please do not direct the ticket to one agent by name. 
• Different topics need a new ticket. If you have more than one issue to report, please open a new ticket for the second one. This way we can escalate tickets to the correct Teams without you losing the chance of a reply to another question.
• IT / Development Team replies take time. Once a ticket has been escalated to our Dev. Team, please note that the Customer Service agent cannot see that ticket any longer and our Dev. Team has several projects and cases to look at. We appreciate your patience.

Thank you so much for helping us help you!