Now we are getting to the most impo

Now we are getting to the most important part. If you description, please pay extra attention to making a clear issue description. The more clearly the issue is described, the less energy is lost. Trying to make sense of what part of the product functionality could be possibly malfunctioning or what the customer might have on their mind. The time saved on guessing could be used for actual ticket processing for the developers, et cetera. Please always try to find out what the customer was trying to do before the issue occurred. As experience shows, the customer is trying to achieve some goal. But the way he or she is actually trying to achieve it may not be the best one. For example, he was trying to upgrade his end points. And he did it with all of his 5000 seats at once. And something went wrong with all of them.