How to Write a Great Support Ticket in the Stoneridge Support Portal

By Joe Peskey | May 19, 2022

Stoneridge Support Portal Main

Submitting a support ticket through the Stoneridge Support Portal is a quick and effective way to get assistance for any number of needs.

Once you register for the portal, as outlined in a previous blog, it’s important to know what information you need to compile in order to optimize the help our experts can provide you.

This could include:

  • Changes or modifications in the system
  • Error messages
  • Unusual or unexpected behaviors
  • Help with new processes
  • Training or functionality
  • Any other query that comes to mind

Submit a Great Support Ticket in the Stoneridge Support Portal

Let’s take a look at everything you need to know before getting started.

Stoneridge Support Portal - Create a New Case

Title

This should be a succinct description of the primary issue or question. This gives support an idea of the area of expertise needed to resolve your question quickly. A couple of examples of technical assistance could be:

  • Good: We are experiencing performance issues
  • Better: We are experiencing performance issues that started last night. Processing times were 18 seconds and are now close to 1 min
  • Best: We are experiencing performance issues that started last night. Processing times were 18 seconds and are now close to 1 min. It is occurring for all users when they open the Sales Transaction Inquiry

Issue Description

This area is for all the details. The more information you can provide, the better prepared we can be to assist you. Do not be afraid to add as many details as you can remember about your issue. For support cases related to changes, this is where you can outline exactly what you are looking to modify. Some examples of information you can include are

  • Details relating to the issue
  • Steps to reproduce the error or issue
  • Which environments the issue is occurring in
  • Environment data refresh information
  • Current version
  • Date/time of the issue
  • Has this happened before?
  • Is it ongoing or was it a one-time occurrence?
  • Does it happen for all users, just one, or a few?
  • Recent updates to the system
  • Details of requested change or modification

When it comes to the Issue Description, the more you can provide the better!

Product Category

This section allows you to indicate which system you are working in and to which this ticket relates. It helps us route the ticket to the professionals with the most knowledge in that system

Priority

Priority setting is an important factor in support cases. This allows the case to be handled in a timely fashion to lessen any impact you may be experiencing with your system.

There are four choices for priority:

  • Very High
  • High
  • Normal
  • Low

Cases marked Very High or High are considered Critical Issues and Cases marked Normal or Low are considered Important Issues.

Stoneridge takes every case submitted very seriously and we are committed to your success. To the end, we mark the following commitments regarding case priority:

Stoneridge Support Portal Case Priority

Submit

Once you click the “Submit” button, your case is entered! We will then reach out to you to get you on your way.

Final Thoughts

The key to a great support ticket is good and thorough information. A couple of things to remember when entering a case:

  • Have a succinct and descriptive title
  • Provide as much detail as possible in the Issue Description
  • Let us know which system you are using in the Product Category
  • Set the appropriate priority

Questions?

Reach out to us for help optimizing your software solutions!

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