Support: How to write a good ticket (examples)

Quick answer

A good ticket gets a fast fix. Include:

1. What you expected vs what happened
2. The exact time (timezone)
3. The affected connection (master → receiver)
4. Exported logs or the in-app support bundle

Best ticket format

Subject

Keep it specific:

• "Trades not copying (MT5 → TradeLocker)"
• "TradingView webhook not received after restart"

Body (copy/paste template)

What I expected:
What happened:

Platforms:
Master:
Receiver:
Symbol(s):

Time it happened (timezone):

What I already tried:

Attachments:
- support_bundle.zip (from Copy Not Working?)

Examples

Example 1 — trades not copying

What I expected: Receiver should open the same trade as master.
What happened: Receiver did nothing.

Platforms:
Master: MT5
Receiver: MatchTrader
Symbol(s): GOLD

Time it happened: 2025-12-30 09:14 EST

What I already tried:
- Verified connection enabled
- Completed symbol mapping for GOLD

Attachments:
- support_bundle.zip

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