> For the complete documentation index, see [llms.txt](https://docs.plumvoice.com/documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.plumvoice.com/documentation/news-and-notices/announcements/prioritizing-support-tickets-via-email.md).

# Prioritizing Support Tickets via Email

{% hint style="warning" %}
As a reminder, the most efficient way to contact support is to login and submit a ticket via the [support portal](https://support.sharpencx.com/). Using the portal allows you to easily track and manage all your support tickets in one place.
{% endhint %}

When submitting support tickets via email, using the formatting outlined below improves Plum's ability to process and address issues.

### Subject Line Syntax

For email submissions, please use the following format in the Subject line. Failure to use the proper syntax (punctuation, capitalization, etc.) may delay our ability to respond. \
\
\&#xNAN;**`Customer #:{customer ID}: Priority: {level}: {description}`**

* Customer ID - Your Plum Voice customer number
* Priority - Tag your email with one of the priority levels listed below. Write this priority status in the subject line of the email (without the quotation marks). 
  * “Priority: Low” 
    * Definition: Little or no business impact. Example: Feature Request and General Question
  * “Priority: Normal”
    * Definition: Minor impact to business. Example: A non-critical issue that is not a direct result of the Plum Platform, such as the failure of a single number or intermittent issues
  * “Priority: High”
    * Definition: Severe impact to business. Example: A critical application failure or an instance in which the majority of numbers and services are not functioning as expected.
  * “Priority: Urgent”
    * Definition: Business operations have ceased. All numbers, applications, and services are completely down. 
  * **NOTE:** Tickets submitted without a priority default to having a “Normal” priority. 
* Description of issue - Tell us what's going on.

### Email Body Content

To expedite the resolution of your issue, please include the following information in the body of the email: 

* The product you’re using (e.g., Dev, Fuse, Insight, VoiceTrends).
* Specific phone number(s) involved. This includes the number(s) that was dialed, and the number(s) that made the call(s).
* When (e.g., time, date) did the issue start occurring? 
* Is the issue intermittent or is it consistent? 
* How often is the issue occurring? 
* Any and all relevant details. 

Feel free to copy and paste the following template into the body section when submitting a ticket via email: 

> **Product:**\
> **Phone Number(s) Dialed (list all that apply):**\
> **Phone Number(s) That Initiated The Call (list all that apply):** \
> **Start Date Of Issue:** \
> **Is the issue intermittent or consistent?** \
> **How often is the issue occurring?** \
> **List all Details:** 

### Reference Example

Please reference the example below when submitting a ticket via email to ensure maximum efficiency when addressing your questions and issues.

![](/files/-MFCKkjzW6aCAKPADIfF)