• Before we escalate a problem, please ensure that you’ve replicated the issue on your end. 

  • If it's a technical issue, please make sure that the basic troubleshooting steps were provided to the client. Once you’ve replicated it on your end, and the same issue persists, send it to the right department to further check. 

  • Subject - depending on the weight of the issue, the subject should include the level of priority and the main issue. 

E.g Subject: Low Prio: Can’t Create Demo Account 

  • List down the troubleshooting steps you and the client have done and attached a video/image for reference. 

 

Please refer to the email format below for your reference.