Here are several tips which can help speed the resolution of a ticket submitted through Orbit.
- Provide as much information in the ticket as possible. The more you provide, the less time the technician will have to stop working to ask a question.
- Provide detailed instructions on how to replicate the problem.
- Provide any error messages that you received.
- Provide any relevant passwords that the technician might need.
- Provide any steps you have taken to try and rectify the issue, so the technician does not cover steps that have already been tried.
- If this is an ongoing issue, provide the ticket numbers of other tickets for reference.
- If possible, enumerate in the ticket when the issue started, and what changed in between the time that things were working properly and the time that problems surfaced.