Here are the first steps you should take when beginning to troubleshoot:

    - Make sure you have gathered all the necessary information you need from the customer, this saves the back and forth and gets you to resolution      faster
  • Ensure you have understood the problem, identify what the customer is trying to say is wrong.
  • Replicate the problem if you can, if you can reproduce it chances are you are on the path to solving it
  • Check the logs when replicating, what's the output? 
  • If the logs produce an error it's time to search freshdesk (and google).
  • Look for previous fixes on old tickets, if you don't understand the fix ask a more experienced engineer to guide you through implementing it
  • If you need more clarification be clear in your questions to the customer so there is no confusion
  • If you cannot replicate ask for videos and images replicating the problem
  • If you are lost on the next step ask the team and ask clear questions to your team
  • Give the team all the relevant information in a clear and concise manner - that way people can help you much faster

If during your research you discover this is a common thing for customers to report then it's best to learn the fix there and then on that ticket so do the following:
  • Take your time to understand and learn what is wrong and how to fix it
  • Document absolutely everything you did in that ticket in the ticket notes
  • Save that ticket in your files with clear labels so you can refer back to it at any time

Some tickets will require you to ask a senior engineer to help you with each step of the fix like if you are performing FSCK - do not be afraid of asking for this help, you doing this will ensure you do not make any mistakes and protects the customer which is the number one goal. Just be sure you document this so you can be more independent next time.