The #1 reason support tickets go unsolved?
They fail at Layer 8. (The problem description.)
When a problem description is:
- Vague
- Contains few logs
- Has no scope details
It takes way more time to discover these details.
The result?
- Everyone becomes frustrated
- Business impact can increase greatly
- People start feeling left behind
Bad problem statements = slow resolution
Whether you’re a support engineer or in-house IT,
you see problem statements daily.
For all the time we spend on gritty, technical details,
we should discuss how to describe problems:
- Accurately
- Concisely
- Thoughtfully
A clear problem statement saves everyone time.
Oftentimes, the worst problems aren’t technical,
they’re communication problems.
What’s one detail you wish was included in problem statements?
LinkedIn: 