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
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.
Step 3: Screen shots/error messages
Step 4: Trouble shooting
Step 5: Submit the ticket
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.
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 (supportEN@smoobu.com) 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!