Learn how to write clear, detailed support tickets so our team can resolve your issue as quickly as possible.
A well-written support ticket is the fastest path to resolution. Our team handles requests across IT, web, design, and billing — giving us the right context upfront means we can assign the correct specialist immediately instead of going back and forth asking clarifying questions.
What to Include
- Subject line: Be specific. "Website contact form not sending emails" is far more useful than "Website issue."
- Description: Explain what you expected to happen and what actually happened. Include any error messages word for word.
- Steps to reproduce: List exactly what you did before the problem occurred. This is especially important for IT and website issues.
- Urgency: Indicate whether this is blocking your business operations or is a low-priority improvement.
- Screenshots or files: Attach any relevant screenshots, recordings, or error logs using the portal's attachment uploader.
Urgency Levels
When submitting your ticket, you'll be asked to select an urgency level: Low (cosmetic or non-blocking), Normal (affects workflow but has a workaround), High (blocking a team member), or Critical (entire system or service down). Selecting the appropriate level ensures the right SLA is applied and your ticket is prioritized correctly.
Tip: You can submit tickets 24/7 through the portal at brandediam.com/dashboard/tickets/new. For true emergencies outside business hours, call (925) 365-9811.