fix(acc): doc update - how to write a support ticket (#4226)

* fix(acc): doc update - how to write a support ticket

* Update console/account/how-to/open-a-support-ticket.mdx

Co-authored-by: Néda <[email protected]>

* added info about screenshots

---------

Co-authored-by: Néda <[email protected]>

Author: jsudraud

console/account/how-to/open-a-support-ticket.mdx

@@ -1,13 +1,13 @@
 ---
 meta:
-  title: How to open a support ticket
-  description: Learn how to open a support ticket with Scaleway.
+  title: How to open and write a support ticket
+  description: Learn how to open and write an effective support ticket
 content:
-  h1: How to open a support ticket
-  paragraph: Learn how to open a support ticket with Scaleway.
+  h1: How to open and write a support ticket
+  paragraph: Learn how to open and write an effective support ticket
 tags: support help ticket support-ticket assistance
 dates:
-  validation: 2024-08-05
+  validation: 2025-01-15
   posted: 2021-06-22
 categories:
   - console
@@ -19,13 +19,58 @@ Scaleway provides 24/7 basic technical support by ticket for free. You can conta
 
 - A Scaleway account logged into the [console](https://console.scaleway.com)
 
+## Opening a support ticket
+
 1. Click **Help** at the right of the top menu. The [Help center](https://console.scaleway.com/support/tickets) displays.
 2. Click **Open a support ticket** under **Contact us**.
-3. Fill in the required information and click **Submit ticket**.
+3. Fill in the required information:
+
+- **Selected product**: choose the product related to your issue from the available options, such as Instances, GPU, or Elastic Metal.
+
+- **Related resource**: specify the exact resource affected by the issue, such as a specific Instance or volume.
+
+- **Severity**: select the severity level based on the impact of the issue (see table below). 
+
+
+| **Severity** | **Description**                                                           | **Examples**                                           |
+|--------------|---------------------------------------------------------------------------|--------------------------------------------------------|
+| **Low**      | Non-urgent issues with minimal impact on your operations.                 | General questions about product configuration.         |
+| **Medium**   | Issues that affect your operations but have workarounds available.        | Instance is slower than expected but still accessible. |
+| **High**     | Critical issues that block your operations, with no available workaround. | API calls consistently fail with errors.               |
+
+
+## Writing an effective subject and description
+
+Providing a clear subject and description will help us resolve your issue faster.
+
+- **Subject**: write a short and clear title that summarizes the issue (e.g., "Instance not starting after configuration update", "API call returns 500 error for all requests").
+
+- **Description**: write a detailed description to help us resolve the issue faster. Here are a few tips on how to write a ticket description:
+
+### Clearly describe the issue
+- **Context:** explain when and where the problem occurs.
+Example: “The issue occurs when attempting to start an Instance after applying a configuration update in the Scaleway console.”
+
+- **Expected behavior:** explain what you expected to happen.
+Example: “The instance should start within 2 minutes without errors.”
+
+- **Actual behavior:** describe what is happening instead.
+Example: “The Instance remains in "Starting" status for over 10 minutes and then switches to "Error". 
+
+### Include relevant technical details
+
+- **Environment details:** mention your operating system, tools, or SDKs (e.g., “Ubuntu 20.04, Scaleway API v2, Python SDK.”)
+
+- **Logs or error messages:** include any logs, request/response payloads, or error codes (e.g., “API call GET /instances returns 500 Internal Server Error.”)
+
+### Add supporting files
+
+Attach screenshots (png, jpg), or files (pdf). 
+Examples: 
+- Screenshot of the Scaleway console
+- Screenshot of the network tab of your browser’s Developer Tools (right-click anywhere on the page and select **Inspect**. Go to the **Network tab** in the Developer Tools panel.)
+- Logs 
 
-<Message type="note">
-  Alternatively, you can click **Help** in the left menu, then click **Open a support ticket** under **Contact us**.
-</Message>
 
 <Message type="important">
   If you have lost access to the Scaleway console and want to create a ticket, you must first [follow this procedure](/console/account/how-to/use-2fa/#how-to-regain-access-to-your-account) to regain access to your account.