Help us help you.
A 60-second read that gets your ticket answered roughly ten times faster. Skim it, then come back to your ticket with the goods.
Don’t open with only “hi”.
Saying hello is fine. Saying only hello and waiting for a reply isn't: it doubles every response time and stalls your ticket before it starts.
47m wasted before the actual question
Resolved in 4 minutes
Don't open a ticket with just:
- hi
- yt?
- ping
- you there?
- got a sec?
- hey, quick question
Do this instead:
- Hey, Delta Heatmap doesn't load for me anymore since the update. Example screenshots & logs attached.
- Hi team, the loader keeps refusing my connection. Details below.
Don’t just say “it didn’t work”.
The person reading your ticket can't see your screen. Tell them what “didn't work” means: what you did, what you expected, and what actually happened.
- Too vague
“it doesn't work”
We can't help with this.
- Getting there
“I got an error”
Closer, but which error?
- Useful
“Error popup: "license invalid". Loader exits. Reproduces on every launch.”
Now we can fix it.
- Add screenshots and send the latest output log file:
MotiveWave: Help → Log FilesSierra Chart: DDY_Loader.log (next to the loader in /Data/)ATAS, Quantower, NinjaTrader: loader.log in %APPDATA%\DeltaDynamics\<platform>\logs - Mind private info: blur usernames, license keys, account numbers.
Paste this and fill the brackets.
Saves a round trip every single time. Click Copy, paste into your ticket, fill in the brackets.
** Description ** I wanted to [ ... ], so I [ ... ], but then [ ... ]. ** Steps to Reproduce ** 1. [ any necessary setup ] 2. [ the steps you took, in detail ] ** Expected ** [ what you expected after the final step ] ** Actual ** [ what happened instead ] ** Environment ** Platform: [ Sierra Chart Build 28xx / MotiveWave 6.x ] Study: [ name ] Symbol: [ symbol & timeframe ] Attached: [ screenshot, logs, etc. ]
Don’t spam the same question across channels.
Posting the same question in three channels doesn't speed it up. It splits our attention across three places and slows everyone down. Pick the right channel, post once, wait.
- #questionsKeith · 14:15heatmap doesn't work, anyone here?
- #sierra-supportKeith · 14:16heatmap doesn't work, anyone here?
- #bug-reportsKeith · 14:17heatmap doesn't work, anyone here?
Same question, three places, still one team, still one answer.
- We see every channel. Posting the same question in three places doesn't add eyeballs; it just splits the conversation.
- Answers given in one channel don't help anyone reading another. Pick the right channel, post once, wait.
- Tickets are answered in order. No response yet doesn't mean we missed it. It means we're not at yours yet.
Tell us when it works.
If you stop replying mid-ticket, we don't know whether the fix worked or you walked away. A one-line confirmation closes the ticket cleanly and frees us up for the next person.
Ticket closed in 2 minutes
We’re humans on the other end.
Caps, insults, and threats don't move a ticket faster, and they'll get the channel closed. Frustration is fair; aiming it at the team isn't.
“FIX THIS NOW OR REFUND”
“This is blocking me and I'm frustrated. Can we figure out the next step?”
Before you hit send
Everything in the first message.
That's it. Now head back to your ticket and paste your details, and we'll dig in as soon as we see them.
- What you did, what you expected and what happened instead
- Your platform and its version
- The study, symbol and timeframe
- A screenshot or the latest log file
- Usernames, license keys and account numbers blurred
- Posted once, in one channel