Tips for expediting the troubleshooting process
Provide a Clear Description of the Problem
Clearly explain the issue you are experiencing. Provide specific details about what is happening, any error messages or codes displayed, and any recent changes or events that might be relevant. The more precise and accurate your description, the easier it will be for the tech support representative to understand and assist you.
Take note of Device and Software Information
Specify the device or devices involved, such as the make and model of your computer, smartphone, or other relevant equipment. Include details about the operating system, software versions, and any relevant settings or configurations. This information helps the tech support team narrow down possible causes and provide targeted solutions.
What Steps Were Taken
Outline the steps you have already taken to troubleshoot the issue. This can include any troubleshooting steps you followed, changes you made, or software updates you installed. Mentioning what you have already tried can help the tech support representative avoid suggesting redundant solutions and provide more advanced troubleshooting options.
Provide Relevant Context to your Issue
Provide any additional context that may be helpful in understanding the issue. For example, if the problem occurs when using a specific application, provide details about how you use it, any recent changes or updates to the application, and any specific tasks or actions that trigger the issue. The more context you can provide, the better the tech support representative can assess the situation.
Error Messages or Screenshots
If you encounter any error messages or unusual behaviour, try to capture screenshots or take note of the exact wording of the error message. Sharing these details with tech support can help them identify specific error codes or patterns that might assist in finding a resolution.
Connectivity and Network Information
If the issue involves connectivity, network-related problems, or online services, provide details about your internet connection, router settings, and any error messages related to network connectivity. This information helps narrow down whether the problem is related to your network configuration or the specific service being accessed.
What Recent Changes Have Been Made
If you recently made changes to your hardware, software, settings, or configurations, inform the tech support representative. This includes updates, installations, upgrades, or modifications. Changes can often be the cause of new issues, and providing this information helps in identifying potential conflicts or compatibility issues.
3 useful tools for explaining your tech issues to help the troubleshooting process
Snipboard.io
Snipboard.io offers the quickest method to share a screenshot without any requirement for downloads or installations. Its design is optimized for your workflow, allowing you to share images with minimal keypresses, keeping efficiency at the forefront. Read more here.
Loom
Loom is a popular video recording tool that simplifies the process of creating and sharing videos. Creating an explainer video with Loom will help you easily capture your screen and record your keystrokes and will create visually engaging video content that might be the key for your tech support team. Read more here.
Voxer
Voxer is a Walkie Talkie messaging app for your smartphone with live voice messaging that combines the convenience of text messaging with the immediacy of voice communication. It allows users to send voice messages, text messages, photos so that you can provide as much information and context to someone when a video or a screenshot won’t do the trick. Read more here.
While there are many more ways that you can communicate and share pertinent information with whomever you are collaborating with, these 3 apps have helped me immensely. Not only for troubleshooting but also to create short explainer videos or voice-recorded explanations for quick and easy communication when composing a detailed email is overly time-consuming, overkill (yes, this was me, or often unnecessary while you do need to share this information. Screenshots have been an excellent way for my clients and I to also share information expeditiously and without too much human error! This can sometimes exacerbate the problems but alas, we are only human. In the end, we hope that whatever issue we have can be resolved quickly and without too much loss (time, financial or otherwise!)
