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Email Subject
The email subject is used in our ticket name in our support desk to identify your specific issue
Please use a short descriptive in the email subject to help distinguish your ticket from everyone else's and to avoid confusion
e.g. Teacher (Bob Smith) cannot login - Urgent is much better than Help needed
Email body/content
Please describe your problem with as much information as possible
e.g. For Student ST-65241 we can’t book the GE Course for 2 weeks from 4th May 2023 to 10th April 2023 is much better than Enrolment screen is not working
Please describe all the steps we need to follow to replicate the problem you are having
We test for most situations so it is likely you may have found a very specific problem that requires more complicated steps to reproduce
Please describe both the error but also what you expect to see
e.g. Finance for the Booking ID 2323 should be £2499.50 but the screen is showing incorrect as £2200.50 is much better than Finance is incorrect
Please describe the urgency of your request
If your issue is preventing you or a group of users please help us prioritise your request
Please also advise if your request is not urgent or ideally when you would like your issue resolved
This will help us assign our resource to those who really need it
Use screen shots where possible
A picture tells a thousand words and will help us see what you are seeing
Use URL links to the records in your Schoolworks
The quicker we can get to a record in your system and replicate the problem, the faster we can help you
https://schoolworks-4243.lightning.force.com/lightning/r/SWKS__Enrolment__c/a0f1n00000HLu2fAAD/view
Pleases (and thanks in advance!)
Please send a new email, new subject line for your new request.
Please don’t forward a long email chain or discussions from multiple people as it may take longer for us to process or understand it, or we may ask you to resubmit a request
Please make further replies or follow ups regarding the same issue with the TICKET-XXXX in the subject
This avoids creating multiple new tickets for the same issue
Best Practice Email example:
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