How to open a ticket that is solved on the first reply

What you will get

A reply that solves it, instead of a reply that asks questions.

Most of the delay in support is not analysis: it is back and forth asking for information. Sending the six things below at once makes that time disappear.

The six pieces of information

1. What you were doing. One sentence, in your own words. "I tried to issue the boleto for Maria's instalment 3."

2. What you expected and what happened. "I expected the boleto and the page reloaded without saying anything."

3. The enrolment, student or instalment number. That is what allows the exact case you are seeing to be opened. The enrolment number is at the top of its screen.

4. The approximate time. It helps locate the record of what happened. "Today, around 2:30 pm."

5. A screenshot of the whole screen, with the error message visible. The whole screen, not just the part with the error — the rest usually says more.

6. Whether it always happens or happened once. It completely changes the line of investigation.

What never to send

Never send a password. Not yours, not a student's. No support team needs it, and anyone who asks is not support.

If getting into an account is genuinely necessary to investigate, there is a proper route for that which does not involve anyone knowing your password.

Before opening

Two minutes that sometimes save two days:

• Look for the symptom in the problem index. A good share of cases already have a diagnosis written.
• Reload the screen and try once more. If that fixed it, say so in the ticket — "it only worked on the second attempt" is useful information.

A ready-made template

What I did: tried to approve the contract for João Silva, enrolment MAT2026000123, on the Pending Signatures screen.

What I expected: the contract to be marked as signed.

What happened: the message "Contract cannot be signed at this time" appeared.

When: today, 5 August, around 10 am.

Always or once: tried three times, same result.

Screenshot attached.

A ticket like that tends to come back solved, not with questions.

Reviewed on August 5, 2026 · view as plain text