The title should summarize the issue in one clear and precise sentence.
Good example: Unable to update my venue address
Bad examples: Bug; It doesn’t work
Explain what is not working, in a factual and objective way.
Include:
What is happening
What you expect to happen
The impact (blocking, disruptive, minor)
Good example:
“When editing the venue address, the alert “This field is required” remains visible even though the field is filled in. The alert should disappear once the information is correctly entered.”
Describe step by step how to reproduce the issue.
Good example:
Go to the Venue page
Click on Information
Enter a new address
Observe the behavior
Provide all relevant technical information.
Good example:
Environment: production / staging
App or website: version (if available)
Device: desktop / mobile
Operating system: iOS, Android, Windows, macOS (with version)
Browser: Chrome, Safari, Firefox (with version)
Add any useful visual or technical elements.
Screenshots
Videos (especially helpful for complex issues)
Logs or error messages
Gleap session replay (if available)
Tickets with visual evidence are handled much faster.
When possible, specify:
The urgency level (P1, P2, P3, P4)
The business context (user impact, affected client, deadline)
Providing this information helps the support team prioritize and resolve issues more efficiently.
Complete example of a well-written support ticket“Unable to update venue address
Priority: 1
Environment: Production
Device: Desktop
Browser: Chrome
Description: When editing a venue address, the error “This field is required” remains visible even though the field is filled in. The address cannot be saved.
Expected behavior: The error should disappear and the venue should be saved.
Steps to reproduce:
1. Go to Venues
2. Select a venue
3. Open Information
4. Enter a new address
5. Click Save
Attachments: Short video attached”
