---
title: Writing Effective Tickets
description: "**Subject Line Best Practices:** Your subject line is the first thing support sees - make it count! ✅ **GOOD Examples:** - \"Website contact form not sending emails\" - \"Unable to log in - password reset not working\" - \"404 error on…"
url: "https://clients.woop.design/docs/writing-effective-tickets/"
updated: "2026-01-22"
category: "Helpdesk & Tickets"
---

# Writing Effective Tickets

**Subject Line Best Practices:**

Your subject line is the first thing support sees - make it count!

✅ **GOOD Examples:**

- "Website contact form not sending emails"
- "Unable to log in - password reset not working"
- "404 error on product page /shop/item-123"
- "Request: Add new user account for [john@company.com](mailto:john@company.com)"

❌ **BAD Examples:**

- "URGENT HELP!!!"
- "Problem"
- "Question about website"
- "It's not working"

**Key principles:**

- Be specific about what's broken or what you need
- Include the affected feature/page/function
- Keep it under 10 words when possible
- Don't use ALL CAPS unless it's truly critical

---

**Ticket Body Guidelines:**

A well-written ticket gets resolved faster. Include these elements:

**1. Clear Description of the Issue** Start with a concise summary of what's wrong or what you need.

- Example: "The contact form on our homepage is not delivering emails to our inbox. When users submit the form, they see a success message, but we never receive the inquiry."

**2. When Did It Start?**

- Is this a new problem or ongoing?
- Did it work before? When did you last see it working?
- Example: "This started yesterday around 3 PM. It was working fine in the morning."

**3. Steps to Reproduce (for bugs)** Help us see what you're seeing:

1. Go to \[specific page/URL\]
2. Click on \[specific button\]
3. Fill in \[specific fields\]
4. Error appears

**4. What You Expected vs. What Happened**

- Expected: "Form should send email to [support@woop.design](mailto:support@woop.design)"
- Actually: "Form shows success but no email arrives"

**5. Environment Details**

- Browser: Chrome 120 on Windows 11
- Device: Desktop / Mobile / Tablet
- URL where issue occurs
- Your user role/account type

**6. Visual Evidence**

- Screenshots of the error
- Screen recording of the problem (use Loom, ScreenPal, etc.)
- Error messages (copy the full text)
- Console errors (if technical)

**7. Impact and Urgency**

- Who is affected? (just you, all users, customers?)
- Business impact: "Customers cannot contact us"
- Workaround: "We're manually checking the form database"

**8. What You've Already Tried**

- Refreshed the page
- Tried different browser
- Cleared cache and cookies
- Checked spam folder

---

**Complete Example Ticket:**

**Subject:** Contact form on homepage not sending email notifications

**Body:** Hi Support Team,

Our contact form at [https://woop.design/contact](https://woop.design/contact) is not sending email notifications to our support inbox ([support@woop.design](mailto:support@woop.design)).

**What's happening:**

- Visitors fill out the form and click Submit
- They see a "Thank you, we'll be in touch" success message
- We never receive the email notification
- The submission DOES appear in the Support Candy ticket system

**When it started:** Yesterday (January 21) around 3:00 PM. It was working fine in the morning - we received 3 inquiries before noon.

**Impact:** We're missing customer inquiries and they think we're ignoring them. This is affecting approximately 10-15 potential customers per day.

**What I've checked:**

- Spam/junk folders - nothing there
- Email server settings in WordPress - look correct
- Other email notifications (password resets) - working fine
- The issue happens from any browser/device

**Screenshots:** \[Attached: form-success-message.png, ticket-in-system.png\]

Please help us resolve this as soon as possible.

Thanks, John