With a good support ticket

How to create a good support ticket

The fastest way to get support

Please send your ticket by email to: esupport@gid-gmbh.de

Tickets received via this address will be automatically assigned to the appropriate department and processed as a priority.

AGB gid GmbH

This information should be included in every support ticket.

Please ensure that your ticket contains the following information

Description of the problem

Describe the problem as specifically as possible:

What is happening right now? (Current situation)
What would you have expected? (Target state)
Since when has this problem been occurring?
Does it occur continuously or sporadically?
Can the problem be reproduced? If so, how?

The more precise the description, the fewer queries are necessary.

Device, system, and environment

Please always indicate:

End device

e.g., Windows PC, MacBook, iPhone, Android tablet

Operating system, including version

e.g., Windows 10, Windows 11, macOS Sonoma, iOS 17

Browser or app, including version

e.g., Chrome version 143.X, Edge version 143.X, Firefox

Affected application

Affected application, module, or specific URL

This information is crucial for specifically reproducing errors.

AGB gid GmbH

Screenshots create correctly

Meaningful screenshots save time and prevent misunderstandings.

Here you go:

Full screen screenshot
Date and time visible (e.g., taskbar)
Error messages fully legible
For forms: full view
Multiple screenshots for multiple steps

Please avoid:

Photographed screens
Heavily cropped screenshots without context
Blurred or poorly legible images

AGB gid GmbH

Typical examples

Not like this:

The image is displayed incorrectly.
CRM does not work.
System error.
Please check urgently.

Better this way:

The profile picture appears distorted in the contact record as soon as I upload it in JPG format. PNG files work correctly.
Since May 12, 2025, at 12:35 p.m., a white page appears in the Chrome browser when opening an offer in CRM CAS genesisWorld.
Nothing happens after clicking “Save.” No error message appears. The change is also not saved.

Rule of thumb: The more specific the ticket, the faster the solution.

AGB gid GmbH

Create a ticket with the help of ChatGPT

You are welcome to structure your ticket in advance with the help of ChatGPT. This ensures completeness and clarity.

Prompt template to copy

Kopieren

Please briefly review the text before submitting and add any missing details.

Here’s how to easily take a screenshot

Don’t worry – taking a screenshot is quick and easy.
Depending on your device, simply press a few keys at the same time.

Apple Mac

Entire screen: ⌘ + Shift + 3

Area: ⌘ + Shift + 4

Windows

Entire screen: Pressure or PrtScn

Area: Win + Shift + S

Iphone

Without Home button: Side button + Volume up

With Home button: Home + On/Off

Android

Press simultaneously: On/Off + Volume Down button

gid GmbH

A well-written support ticket significantly reduces processing time.

The fastest way to get support

AGB GID GmbH – Unsere Allgemeinen Geschäftsbedingungen