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Best Practices for Opening a Support Ticket

At Apollo Networks, we strive to provide efficient and effective support to our valued clients. Opening a support ticket is an essential step in seeking assistance from our Network Operations Center. This knowledgebase article aims to guide you through the process of opening a ticket with valuable tips and insights. Understanding the importance of providing detailed ticket information will greatly enhance our ability to address your concerns promptly and accurately.

  1. Choose the Appropriate Contact Channel: To initiate a support ticket with Apollo Networks, please send an email to our dedicated support address: This ensures that your inquiry is promptly directed to the appropriate support personnel, facilitating a timely response. In the event of an urgent issue, such as a network offline or critical security threat, a phone call may be more appropriate.

  2. Include Relevant Subject Line: Compose a concise and descriptive subject line for your support email. This helps our support team quickly identify the nature of your request and prioritize it accordingly. For example, "Urgent: Website Down" or "Email Configuration Assistance Needed". Try to avoid all capitals, or vague titles such as "Help" or "Request"

  3. Provide Accurate Contact Information: Include your full name, company name, contact number, and any alternative contact details that are relevant. This information allows our team to reach out to you promptly and ensure effective communication throughout the resolution process. Although your message should automatically be associated with your Apollo Networks account, ensuring that we know who at your company to contact is important.

  4. Detailed Description of the Issue: Articulate your problem or concern in detail within the body of the email. Include relevant error messages, system behavior, or any specific steps that led to the issue. The more information you provide, the easier it is for our technicians to diagnose and resolve the problem efficiently. 

  5. Attach Supporting Documentation: If applicable, attach relevant screenshots, log files, or any other supporting documentation that can provide additional context to the issue. These supplementary materials can significantly expedite the troubleshooting process and help our team gain a better understanding of the problem at hand.

  6. Specify Impact and Urgency: Clearly communicate the impact of the issue on your business operations and indicate the urgency of the request. By prioritizing tickets based on their impact and urgency, we can allocate resources effectively and provide appropriate attention to critical situations. For example, if you need to onboard a new employee who is starting in a week, we will need to prioritize that below a network outage.

  7. Previous Troubleshooting Steps: If you have already attempted any troubleshooting steps before contacting us, provide a summary of what you have tried. This will prevent our team from suggesting redundant solutions and allow them to focus on alternative approaches to resolve the issue.

  8. Avoid Ambiguity and Assumptions: When describing the problem, be as specific as possible and avoid assumptions or ambiguous statements. Clear and concise communication ensures that our team understands your requirements accurately, minimizing misunderstandings and streamlining the resolution process.

  9. Keep Communication Channels Open: Once you have opened a ticket, promptly respond to any follow-up inquiries from our support team. Maintaining open lines of communication allows for real-time collaboration, clarifications, and progress updates. Although some of our questions may seem pedantic, we need certain pieces of information in order to troubleshoot the problem, even if it may seem irrelevant.

  10. Respect Ticket Etiquette and Resolution Time: Understand that each ticket is handled on a first-come, first-served basis, and our team works diligently to resolve issues within a reasonable timeframe. While we strive to provide timely resolutions, complex problems may require additional investigation. We appreciate your patience and assure you that we are committed to addressing your concerns as efficiently as possible.

By following these best practices when opening a support ticket with Apollo Networks, you contribute to a smooth and effective support experience. Providing comprehensive and accurate details enables our team to understand and address your concerns promptly. Remember, our goal is to assist you in achieving optimal performance and stability for your IT infrastructure.