The Golden Rule: One Problem = One Ticket
Each ticket should address a single issue or request. This is crucial for efficient support.
Why this matters:
✅ Better tracking: Each issue has its own status and can be closed independently
✅ Faster resolution: Different problems may need different team members
✅ Clear communication: Conversation stays focused and organized
✅ Accurate reporting: We can track resolution times and common issues
✅ Nothing gets forgotten: All parts of your request might not be addressed if combined
Examples:
❌ WRONG – Multiple requests in one ticket:
Subject: “Several issues need fixing”
Body: “Hi, I need help with:
- The contact form is broken
- Can you update the homepage banner image?
- I forgot my password
- We need to add a new product category
- The site is slow on mobile”
Problem: These are 5 completely different issues requiring different expertise, different time to resolve, and different urgency levels. Some might be fixed quickly while others take days.
✅ RIGHT – Separate tickets:
Ticket #1 – Subject: “Contact form not sending emails” (Technical bug – High priority)
Ticket #2 – Subject: “Request: Update homepage banner image” (Content update – Normal priority)
Ticket #3 – Subject: “Password reset not working for my account” (User access issue – High priority)
Ticket #4 – Subject: “Request: Add new product category ‘Accessories'” (Feature addition – Normal priority)
Ticket #5 – Subject: “Website loading slowly on mobile devices” (Performance issue – Medium priority)
What about related issues?
If issues are genuinely connected, keep them together:
✅ OK to combine:
- “Login form has wrong color AND wrong font” (same component)
- “Product page 404 errors on /shop/item1, /shop/item2, /shop/item3” (same type of error)
- “New user request: Create account and assign editor role for jane@company.com” (single task)
What if I realize I need something else while a ticket is open?
Option 1: If it’s directly related to the current ticket, add it as a reply/comment
Option 2: If it’s a different issue, create a new ticket and mention the related ticket number
- Example: “This may be related to ticket #12345, but it’s a separate issue with…”
