Help Us Help You – Submitting a Support Ticket

In this second post in our Help Us Help You series, we would like to provide a refresher on “best practices” for submitting a support ticket to our Solution Engineers. In order to best assist you, we often need to gain a better understanding of the problem encountered.

When reporting issues or requesting assistance, it is ideal to have the following information prepared:

  • A list of the specific steps that can be taken to reproduce the problem (or a detailed description of the situation you are trying to resolve).
  • Screenshots, where applicable, highlighting any errors received or problems encountered.

A number of tools are available to obtain screenshots. In addition to third party software, your computer should have screen capture functionality available. To capture a full screen in Microsoft Windows, you can simply press the Prt Scn option on your keyboard (press Alt + Prt Scn to just capture the active window). The screen capture will automatically be placed in your clipboard so that it can be pasted (Ctrl-V) into an email or document.

Windows Vista and Windows 7 also include a utility called the “Snipping Tool” that allows you to take screenshots (called snips) of a free-form area, and annotate if desired. The tool can be found by opening the Windows->All Programs->Accessories Option from the Windows Start Menu.

Once the tool is open, you can click and drag to select a portion of the active screen for capture. The captured image will be displayed in the Snipping Tool Window where it can be annotated or simply copied/pasted into an email or document and sent to

Let’s walk through an example of a customer wanting assistance with a login issue:

  • Problem: One of our technicians is getting this message when she tries to log into MC:

  • But when I look at her member record, she shows as “Approved”:

  • Please let me know what could be causing this…

In the above example, this information would allow the Solutions Engineer to determine that the user record has been locked in the Password Management Tool, and provide instructions for resetting the record:

It should be noted that if you have difficulty capturing screens or just prefer to demonstrate the issue you are encountering, you can always schedule a web conference with a Solutions Engineer.

New Tools Coming from Zendesk

In an effort to enhance your customer service experience, we will soon be piloting a new tool that will allow you to submit tickets directly through Zendesk. This tool will give you access to a Screencast Feature, allowing you to create a quick screen video to demonstrate the problem you are experiencing. In addition, you will have the ability to check the status on your tickets so that you are kept as informed as possible!


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