Tips to a Speedy Resolution | ExchangeDefender [ Skip to content ](#main) [ ![ExchangeDefender](/assets/images/xd_logo_blue.png) ](/) Email Security ![Platform Overview](/assets/images/m-xd-pro.png)### ExchangeDefender PRO Enterprise-grade email security made simple for every business. [Sign Up](/sign-up) [Live Demo](/demo) [Email Security Stops spam, malware & phishing in real time. ](/email-security) [Encryption Secure your emails, attachments & sensitive data. ](/corporate-email-encryption) [Web File Sharing Easy, safe cloud file sharing with access control. ](/web-file-server) [Live Archive Locked-in email backup & continuity during outages. ](/livearchive-backup) [Emergency Inbox Keep email flowing without interruption if your provider fails. ](/inbox) [Spearphish Train your team with phishing simulations & risk tracking. ](/spearphishing) Managed Email ### Enterprise-Grade Managed Email Reliable, secure, and fully managed email operations for modern organizations. ![ExchangeDefender](/assets/images/managed_email_menu.png) [Microsoft365/Google Email Management Expert management and security for Microsoft 365 and Google Workspace email. ](/managed-email-operations) [AI Advisory Secure, practical AI consulting & implementation for SMBs. ](/management-ai) Company ### ExchangeDefender: 29+ Years of Trust We are a cybersecurity company focused on business email protection, with 29+ years of experience keeping organizations secure, connected, and resilient. ![ExchangeDefender](/assets/images/careers_1.png) [ About Us Learn our purpose, values, and the mission behind every decision. ](/about-us) [ Blog News, product updates and email security insights. ](/blog) [ Capabilities Discover the tech and expertise that keep your email secure around the clock ](/capabilities) [ Careers Be part of a team using modern tech to solve real threats and ship great work. ](/careers) [Partners](/partners) [Docs](/docs) [Contact Us](/contact) Talk to a Human Open menu Menu ---- Email Security [Email Security](/email-security) [Encryption](/corporate-email-encryption) [Web File Sharing](/web-file-server) [Live Archive](/livearchive-backup) [Inbox](/inbox) [Spearphish](/spearphishing) Managed Email [Microsoft365/Google Email Management](/managed-email-operations) [AI Advisory](/management-ai) Company [About Us](/about-us) [Blog](/blog) [Capabilities](/capabilities) [Careers](/careers) [Partners](/partners) [Docs](/docs) [Contact Us](/contact) Talk to a Human March 5, 2012 · [Support](https://www-preview.exchangedefender.com/blog?category=support) Tips to a Speedy Resolution =========================== Anybody that works in technology is familiar with ticketing systems and while at times they can be effective, it's merely as effective as the two people interacting with the ticket. So here are some tips that can help make your tickets "one update" answer. The most important thing you can consider and rely on when opening your ticket is to maximize the effectiveness of the information you're providing. If you give the person on the other end all the information they need, you're improving your chances for a speedy resolutions. "But Carlos! I do this every time!", well if you're not following the guidelines below you're now. > **The Ticket Title has a character limit.** > > *That’s correct if you write your entire ticket.*See? That didn't help me get my point across, what I wanted to say is. If you type your entire ticket into the title we only see what fits in the title. > > **Please don’t copy and paste your end users report to you.** > > When we receive a ticket that says it’s from Mary (with no address) and it says I emailed Tom (with no address) and it bounced back, we basically have zero information. While we’d love to help, we don’t know your client and to that extent their clients on first name basis. > > **After you submit a ticket, click on it to see what we see.** > > This becomes pivotal, when you’re pasting data with markup codes in it, it’s important that you see what you’re sending us. Because sometimes your ticket may have too much markup to the point that it won’t render and we’re left with no content or partial content. And knowing your luck and mine, it’ll be the information we need to research your issue. Carlos Lascano VP Support Services, ExchangeDefender (877) 546-0316 x737 [ Previous post ExchangeDefender Password Synchronization March 2, 2012 ](https://www-preview.exchangedefender.com/blog/2012/03/exchangedefender-password-synchronization) [ Next post Backup90: Offline Upgrades March 7, 2012 ](https://www-preview.exchangedefender.com/blog/2012/03/backup90-offline-upgrades) Related Posts ------------- [ 5 Oct ](https://www-preview.exchangedefender.com/blog/2021/10/exchangedefender-support)### [ExchangeDefender Support](https://www-preview.exchangedefender.com/blog/2021/10/exchangedefender-support) [Read more: ExchangeDefender Support](https://www-preview.exchangedefender.com/blog/2021/10/exchangedefender-support) [ 27 Oct ](https://www-preview.exchangedefender.com/blog/2020/10/exchangedefender-whitelist-vs-dea-disposable-email-addresses)### [ExchangeDefender Whitelist vs. DEA (Disposable Email Addresses)](https://www-preview.exchangedefender.com/blog/2020/10/exchangedefender-whitelist-vs-dea-disposable-email-addresses) [Read more: ExchangeDefender Whitelist vs. DEA (Disposable Email Addresses)](https://www-preview.exchangedefender.com/blog/2020/10/exchangedefender-whitelist-vs-dea-disposable-email-addresses) [ 21 Feb ](https://www-preview.exchangedefender.com/blog/2020/02/new-service-manager-for-exchange-2016-explained)### [New Service Manager for Exchange 2016 - Explained!](https://www-preview.exchangedefender.com/blog/2020/02/new-service-manager-for-exchange-2016-explained) [Read more: New Service Manager for Exchange 2016 - Explained!](https://www-preview.exchangedefender.com/blog/2020/02/new-service-manager-for-exchange-2016-explained) Search the blog Search Recent Posts ------------ - [ExchangeDefender New UI is Live](https://www-preview.exchangedefender.com/blog/2026/05/exchangedefender-new-ui-is-live) - [Announcing ExchangeDefender 10](https://www-preview.exchangedefender.com/blog/2026/04/announcing-exchangedefender-10) - [Merry Christmas](https://www-preview.exchangedefender.com/blog/2025/12/merry-christmas) - [Why IoT Devices Are a Hidden Security Risk for Your Business](https://www-preview.exchangedefender.com/blog/2025/11/why-iot-devices-are-a-hidden-security-risk-for-your-business) - [Top 5 IT Problems Small Businesses Face in 2025 — and How to Fix Them](https://www-preview.exchangedefender.com/blog/2025/10/top-5-it-problems-small-businesses-face-in-2025-and-how-to-fix-them) Categories ---------- - [Archiving](https://www-preview.exchangedefender.com/blog?category=archiving) (21) - [Business Continuity](https://www-preview.exchangedefender.com/blog?category=business-continuity) (13) - [Compliance](https://www-preview.exchangedefender.com/blog?category=compliance) (8) - [ExchangeDefender](https://www-preview.exchangedefender.com/blog?category=exchangedefender) (349) - [General](https://www-preview.exchangedefender.com/blog?category=uncategorized) (590) - [Hosted Services](https://www-preview.exchangedefender.com/blog?category=hosted-services) (86) - [Industry News](https://www-preview.exchangedefender.com/blog?category=industrynews) (29) - [Marketing](https://www-preview.exchangedefender.com/blog?category=marketing) (18) - [Phishing](https://www-preview.exchangedefender.com/blog?category=phishing) (5) - [PRO TIPS](https://www-preview.exchangedefender.com/blog?category=pro-tips) (44) - [Product Features](https://www-preview.exchangedefender.com/blog?category=product-features) (54) - [Security](https://www-preview.exchangedefender.com/blog?category=security) (65) - [Shockey Monkey](https://www-preview.exchangedefender.com/blog?category=shockey-monkey) (22) - [Spamfilter](https://www-preview.exchangedefender.com/blog?category=spamfilter) (5) - [Support](https://www-preview.exchangedefender.com/blog?category=support) (45) - [Webinars](https://www-preview.exchangedefender.com/blog?category=webinars) (44) Solutions --------- - [Stop Spam & Malware](/email-security) - [Hands-Free Email Backup](/livearchive-backup) - [Instant Email Recovery](/inbox) - [Send Private Emails](/corporate-email-encryption) - [Train Against Email Threats](/spearphishing) - [Share Files Safely](/web-file-server) Company ------- - [About ExchangeDefender](/about-us) - [Compliance & Legal](/our-compliance) - [Become a Partner](/partners) - [Support Portal Login](https://support.exchangedefender.com/) - [Microsoft 365 Email Management](/managed-email-operations) - [AI Advisory Service](/management-ai) ![ExchangeDefender](/assets/images/dark-xd-logo.png)USA: +1 (407) 465-6800 United Kingdom: 0800 8620149 Australia: +61 0390010641 Fax: +1 (954) 839-8737 [ ](https://www.facebook.com/ExchangeDefender) [ ](https://www.twitter.com/XD_Defender) [ ](https://www.linkedin.com/company/exchangdefender) [ ](/blog) © 2026 Own Web Now Corp - All rights reserved </> with ❤️ in Orlando [SLA](/sla) [TOS](/tos) [PRIVACY](/privacy-end-users) [AUP](/aup) We're Here to Help 👋 -------------------- Tired of AI 🤖 and hold music? 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