How to Write a Good Support Request

Writing a comprehensive support request allows accurate assistance from Community members and will ensure there are no delays in receiving support for your query. The below guide will walk through how to create comprehensive and clear support requests that will facilitate prompt and precise responses.

See our Example Q&A: Is it possible to display selected-edge-details in an entity-to-entity perspective? for a comprehensive example of a Q&A.

Although you can open multiple related queries, treat each one as a standalone question because different teams or Community members may handle them. Each time you raise a new post, fill out all the details comprehensively.

If you find that you’re writing the same information each time, save that information so you can easily fill out the required fields in future requests.

Example of a Good Support Request

Let’s take a quick look at an example of a good support request:

1. Clear Title

Example Title: "Is it possible to display selected Edge Details in an Entity to Entity perspective?"

This title is effective because it includes specific keywords that clearly relate to the question and its components.

2. Detailed Description

In the description section, provide as much detail as possible. Include:

Objective: What you are trying to achieve.
Context: Details of your setup, such as the type of environment you’re working in, recent upgrades, or any custom aspects of the project relevant to your query.
Steps Taken: The path you took to arrive at the issue.
Observations: What you’re seeing, including error messages, if any.
Visual Aids: Screenshots or snippets of error messages are extremely helpful.

Example Description: "I want to display selected edge details in the entity-to-entity perspective. I recently upgraded our system to version 2.5.2, and we have customized the interface extensively. Below is a screenshot of the current UI and the error message I am encountering."

3. Support Type

Specify what you want from the post. This could be:

How to configure a product feature
Confirming if a behaviour is expected or a potential bug
Seeking product advice on the best approach or best practice
Upgrade support

Example Support Type: "I want to understand the best approach to displaying selected Edge Details and confirm if the current behavior is expected."

4. Version Information

Include detailed version information:

Both major and minor versions.
Version numbers of any other services or tools relevant to your query.

Example Version Information:
Platform Version: 2.5.2
Detection Packs Version: 3.1.0
Other Tools: Elasticsearch 7.10

5. Debugging Steps

Detail the troubleshooting steps you’ve already taken. Include:

Logs you’ve compiled.
Links to Documentation.
Related Community posts.

Example Debugging Steps: "I have checked the logs (attached below) and consulted the Community posts about UI display issues but haven't found a solution."

6. Code Blocks

If applicable, include code snippets directly into the provided code block. This can be done by clicking on the three dots on the right hand side of the formatting toolbar, and then selecting the {;} icon. A pop-up box will then appear in which you can insert your code, with the option to select the coding language used.

7. Tags

Tags are like behind-the-scenes organizers that help categorize Community posts, making it easier for SMEs and other Community members to find those relevant to them. A list of tags will be available for you to choose from - select the relevant ones for your post.

Please be sure to include:

Components
Version

8. Posting the Query

Click "Publish" to post your query into the relevant platform topic.

Sharing Sensitive Information

As queries are visible to other Community members, we do not permit the sharing of sensitive information including any Personally Identifiable Information (PII). If you need to share sensitive data, please indicate this in your post and member of the Support Team will reach out to organise how to share this information. For more information please see the Quantexa Community Conditions of Use.

Tips and Tricks

Here are some additional tips to ensure you get the answer you're looking for as soon as possible:

Be Specific: The more specific you are, the easier it will be for others to understand and help.
Stay Organized: Structure your request clearly with distinct sections for different types of information.
Follow Up: Keep an eye on responses and provide additional information if requested.

By following these guidelines, you can raise support requests that are clear, detailed, and helpful, ensuring quicker and more accurate assistance.