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Reporting tickets in Athento

Learn to report support tickets to ensure they are addressed quickly

At Athento, we want reporting support tickets to be a smooth and efficient process. By following these recommendations, you can ensure that your request is handled effectively.

How to report support tickets in Athento?

To report support tickets, send an email to soporte@athento.com including all relevant information:

Subject:

  • A clear and brief title of the case.
Email body:
  • Detailed description of the incident.
  • Team where the issue occurs.
  • URL of the application where the incident happens.
  • URL of the documents related to the error.
  • Affected user identifier.
  • Visual evidence (video or screenshot) of the issue.
  • Slow performance details: current response times and expected times, if applicable.
  • Ticket priority (include in the first line of the body if urgent).

Important: All of this information must be included in the body of the message, even if it is also included in attachments.

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Avoid mistakes and make sure to report support tickets flawlessly

Discover the most common mistakes when reporting support tickets and use our checklist to ensure a faster and more effective resolution.

Common mistakes when report support tickets

To ensure your support ticket is addressed quickly, avoid:

  • Requesting changes that are not within the specifications.
  • Reporting feature improvements.
  • Reporting issues related to hardware, networks, or external software.
  • Submitting the case from an unauthorized contact.

Checklist: review before submitting your support ticket

Before submitting your support ticket, check these points:

  • Did you include links and visual evidence?
  • Did you describe how to reproduce the issue?
  • Did you confirm if the issue occurs in other environments?

 

Reviewing these details ensures the support team can understand and resolve your case more quickly.

Do you want to learn more about how to report support tickets?

We invite you to take our Athento help desk course to discover all the resources and best practices available. It’s an excellent way to optimize your interactions with the support team!

Athento help desk course

In this course, you will learn how to identify errors, possible causes, as well as their criticality and impact.
Start now

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