How to Raise a Good Support Ticket: Tips for Faster Help

How to Raise a Good Support Ticket: Tips for Faster Help

Introduction Raising a clear, detailed support ticket helps our team understand your Sage Intacct or Employment Hero (HR & Payroll) issue quickly and resolve it efficiently. Good tickets lead to faster responses, fewer back-and-forth messages, and better outcomes — whether you’re dealing with a journal posting error in Sage Intacct or a payroll run failure in Employment Hero. Follow these tips to make your ticket as helpful as possible.

1. Use a Clear, Descriptive Subject Line

Your subject is the first thing our team sees — make it specific so the right specialist (Sage Intacct or Employment Hero) can pick it up immediately.

  • Good examples:
    • "Sage Intacct: Unable to post journal entry – ‘Invalid GL account’ error after Q4 close"
    • "Employment Hero Payroll: Payslip generation failing for casual staff – ‘Tax deduction mismatch’ on latest run"
    • "Sage Intacct: Bank reconciliation not matching – duplicate transactions appearing in Cash Management"
    • "Employment Hero HR: Employee onboarding workflow stuck in ‘Pending Approval’ for new hires"
  • Avoid: "Help!", "Payroll issue", "Sage problem", or "URGENT!!!"

2. Provide a Detailed Description

Explain the issue clearly using the What, When, Where, How framework — this is especially important for Sage Intacct (financial modules) and Employment Hero (payroll/HR workflows).

  • What exactly is happening? (Exact error message, unexpected behaviour, screen you’re on, etc.)
  • When did it start? (Date/time, after a specific update, payroll run, or data import?)
  • Where does it occur? (Specific module — e.g., General Ledger, Cash Management in Sage Intacct, or Payroll Processing, Employee Self-Service in Employment Hero)
  • How does it affect you? (Blocks month-end close, delays payslips, impacts X employees, etc.)

Bonus details to include:

  • Numbered steps to reproduce the issue.
  • What you’ve already tried (e.g., refreshed page, cleared cache, tried different browser, re-ran the payroll preview).
  • Screenshots or screen recordings – please capture the FULL SCREEN (including browser URL bar, tabs, menus, and any visible error pop-ups) so we can see the exact context and environment.
  • Your environment: Browser/version, device/OS, Sage Intacct company ID or Employment Hero account ID, user role/permissions, and any recent changes (e.g., new integration, custom field added).

Example good description (Sage Intacct): "I am unable to post a journal entry in the General Ledger module. When: Started today at 10:15 AM AEST after the latest system update. Where: Sage Intacct → General Ledger → Journal Entries (screen: https://www.sageintacct.com/...). Steps:

  1. Create new journal entry
  2. Enter details and attach supporting doc
  3. Click Post → ‘Invalid GL account’ error appears. I’ve tried in Incognito mode and as Admin user – same result. Full-screen screenshot attached."

Example good description (Employment Hero): "Payroll run is failing for casual employees. When: First occurred on the 28 April 2026 pay run. Where: Employment Hero → Payroll → Run Payroll → Finalise step. Steps:

  1. Load pay run
  2. Enter hours for casual staff
  3. Click Calculate → ‘Tax calculation error – deduction mismatch’ appears. Tried re-uploading timesheet CSV – still fails. Full-screen screenshot and error log attached."

3. Set the Right Priority

Be honest about urgency:

  • Critical/Urgent — Blocks month-end close (Sage Intacct) or entire payroll run (Employment Hero), affects all staff.
  • High — Major inconvenience but workarounds exist.
  • Medium — Non-urgent but needs fixing.
  • Low — Questions, minor issues, or nice-to-haves.

4. Attach Relevant Files

  • Screenshots or videos of the error – full screen capture is required for best results.
  • Export files, error logs, or CSV templates.
  • Before/after screenshots if a recent change caused the issue.

5. Be Patient and Responsive

  • Once submitted, you’ll get a ticket number — reply to that thread with any updates.
  • Check for our initial response (we aim for quick first replies on Sage Intacct and Employment Hero tickets).
  • Provide any extra info we request promptly.

Quick Checklist Before Submitting

  • Clear subject line with product name (Sage Intacct or Employment Hero)
  • What/When/Where/Impact explained
  • Steps to reproduce included
  • Full-screen screenshots or attachments added
  • What I’ve already tried mentioned
  • Priority set appropriately

Why This Matters

Well-written tickets help us:

  • Route them instantly to the correct Sage Intacct or Employment Hero specialist.
  • Reproduce and diagnose issues faster (especially complex payroll rules or GL configurations).
  • Reduce resolution time significantly.

Thank you for helping us help you better! If you have feedback on this article or need examples for a specific Sage Intacct module or Employment Hero feature, just raise a ticket.