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Support questions can be resolved much more efficiently, if all pertinent information is included in the initial request. The person who is requesting the support KNOWS what’s happening, but it’s important to be able to clearly convey all of the details so I can replicate the issue and work to resolve it. Think in terms of the “W-words”: Who, What, When, Where – if your ticket contains all of that information from the beginning, the questions will be resolved much more quickly.  Remember, the support system features a flourishing knowledge base. 

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