Ticket checklist

## Why details matter

When you open a support ticket, the quality of information you provide directly affects how quickly and accurately the issue can be resolved. A clear subject line that summarises the problem helps ensure the ticket reaches the right team. A concise but complete description gives engineers the context they need to diagnose issues without guesswork.

## What to include

- **Service and contact details** – include your account email, server name or IP, service type (VPS, dedicated, etc.) and any order or ticket number so the technician can locate your service quickly.
- **Clear subject line** – summarise the issue using specific keywords rather than vague phrases like “Help”.
- **Detailed description** – explain what is happening, when it started and how it is affecting your work. Avoid jargon and stick to facts.
- **Steps to reproduce** – list the exact steps that lead to the problem so support can replicate it.
- **Error messages and logs** – copy error messages verbatim and attach screenshots or log files to provide context.
- **Actions already taken** – mention troubleshooting steps you’ve tried (restarting, checking network, etc.) to avoid duplication.
- **Expected outcome and impact** – describe what you expect to happen and how the issue impacts your operations.
- **Priority/urgency** – indicate the severity of the problem (e.g., high for outages, medium for performance degradation).

## Communication tips

- **Be patient and respectful** – courteous communication fosters cooperation and reduces stress.
- **Respond promptly to follow‑up questions** – timely replies help technicians troubleshoot efficiently.
- **Review before submitting** – proofread your ticket to ensure all necessary information is included and the description is clear.

Providing this information up front helps IllusionCloud’s support team resolve issues faster and minimises unnecessary back‑and‑forth.