How to create a ticket.

We are the Technical Success Specialists. You know us; you love us. Remember when that client needed support with A records? We were there for you. How about that time when all the metrics were inexplicably disconnected? Whom did you go to? That’s right, Technical Success. 

So help us help you.



Here is how you can send tickets that make our day.

Email = ticket

Keep in mind that every time you email us, a Support ticket is generated. You could email support@locafy.com to ask us how our day is. That might even be nice, but is it worth a ticket? Casual conversations and questions can happen through Slack.

Forwarding Email chains


Please don’t. Unless you are going to provide a summary of the conversation and what specific action items you would follow up on. Imagine being invited into a conversation between two other people without being given any context. Trying to decipher action items from a long chain of emails takes up much more time than giving a summary. This is especially true when interpreted incorrectly.

Check list


When creating a ticket, think to yourself, “What information does my TSS need to complete this task?”  Processes are most efficient when they flow in one direction. It won't always be perfect, but endeavour to make requests where the TSS would not have any questions concerning what is being asked and what they need to do. 

Please remember the following:

• What is the issue?
• Whom does it affect?
• What actions would you like taken?
• Include Locafy Client ID (if necessary)
• Include a possible screenshot/video of the issue. (if necessary)

Using these helpful tips, you can direct your support team with the necessary information to get the job done.