Anatomy of a Great Support Request

Step 1 – Take a deep breath

Staying relaxed is important and essential to get through your web emergency. Take a deep breath, and know that you will have help. 

Step 2 – What are the details

1. When exactly did you first notice the problem?
2. Have any updates been applied to your website recently?
3. Have you changed themes or made any design changes?
4. Have you installed any new plugins?
5. Can the issue be replicated on multiple devices?
6. Is your problem happening in one browser or all of them?
7. Have you seen any emails or updates from your web host about potential maintenance or widespread outages?
8. Do you see any specific error messages?
9. What are the steps that we need to take to be able to replicate the issue?
10. Please send us screenshots
    1. Here are some screenshot tools:
       1. https://evernote.com/products/skitch
       2. https://www.getcloudapp.com/
       3. https://www.techsmith.com/jing-tool.html

Step 3 – Send it to us

You can contact us by:

1. sending us an email to [email protected]
2. submitting a ticket via our website (you can bookmark this page)