What Information to Include When Raising a Ticket

The more detail you provide when logging a ticket, the faster we can resolve your issue. Please include the following where possible:

Essential Information

• Your name and company name
• A clear description of the problem
• When the issue started
• How many users are affected
• Any error messages (screenshots are very helpful)

Helpful Extras

• What you were doing when the problem occurred
• Whether you've tried anything to fix it
• The device or system affected (e.g., laptop, phone, printer)
• Whether the issue is intermittent or constant

For Internet/Network Issues

• Run a speed test at speedtest.net and include the results
• Note whether the issue affects all users or just you
• Confirm whether you've rebooted your router

For VoIP/Phone Issues

• Your extension number
• Whether the issue affects inbound, outbound, or both
• Whether other extensions are also affected

The better the information we receive upfront, the less back-and-forth is needed and the quicker we can get you back up and running.

Still need help? Email support@edisonnetworks.net or call 0203 026 6317.