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2

Agreeing with PK2016, keep it simple. But consider prompting your users for the information that you're looking for. Rather than "Any additional details about the issue", consider asking for "Details (what you were doing, what happened, what you expected to happen, color of your socks, etc)"


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Users hate more input requested off them. Its best if we limit the entry needed from the user and make it as simple as possible. As you already are gathering most important information necessary to troubleshoot the issue (like browser, error etc) in the background, users dont have to know all that. Just give them one simple box to enter any additional ...


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Unfortunately there is no way to force the long-winded to speak more concisely; a hard character limit is a band-aid approach that often just results in the user filing multiple partial reports your support staff will need to piece together to make sense of. By all means you can encourage it by using smaller input fields, but a hard limit will just annoy ...


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Assuming lengthy support requests are a true problem for the support team, limiting characters may not solve the problem. Your user will only discover the character limit when they intended to write more. That only leads to anger and discontentment. Find out what kind of information your support team wants in each request, and use chunking to extract that ...


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I don't think a reasonable character limit would frustrate the user. The tricky part would be to figure out what is reasonable. In my opinion, something in the range of 600 characters (3-4 paragraphs) should be enough to describe most tech-related issues. Try it, and if you find that it negatively impacts the user, or the quality of feedback that is ...


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I would suggest you use some sort of "filter" that allows users to choose a topic from a list of common customer support requests/issues you have, this would help with having tickets that are more straight to the point and would allow you to implement a character limit. In addition to this, you should include an "other" option that would eliminate the ...


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This is unfortunately a "it depends" question. A good request ticket should contain sufficient details for the customer support staff to diagnose the issue. How much info is required depends on what you're trying to troubleshoot. Another thing to consider is that a longer description does not necessarily make it's more helpful if it's filled with irrelevant ...



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