That's why I brought up the car analogy with the user. Most people aren't car experts either. I haven't found the perfect answer, other than refusing to work o

That's why I brought up the car analogy with the user. Most people aren't car experts either. I haven't found the perfect answer, other than refusing to work on the ticket until more detail is provided (of course, sending them a nice note asking them to explain more). Maybe in the ticketing system you could have 2 explicit text fields, "What are you seeing?" and "When do you see it?". The what are you seeing could let them type or upload a screenshot, since people like sending screenshots.