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How To Submit A Support Ticket

HOW TO SUBMIT A SUPPORT TICKET Help Your Developer Help You IT DOESN'T WORK! UM, CAN YOU BE MORE SPECIFIC? ERROR WHEN SUBMITTING A HELP TICKET, KEEP THESE QUESTIONS IN MIND. The more information the developer has, the easier it will be for them to help you. What were you trying to accomplish when the error occurred? Giving the developer more context will help them understand what your ultimate goals are and could potentially uncover bigger issues than the initial one you submitted. What steps did you take before the error appeared? 1 FIRST STEP 2 SECOND STEP 3 THIRD STEP 4 ERROR | The developers mantra: "If we can reproduce it, we can fix it." The more precise and clear the steps to recreate the issue are, the faster the developer can go in and address the issue. Also providing exact URL's of the page (i.e. http://www.domain.com/path/to/issue/page) instead of "On the 'About' page" will greatly reduce the time it takes for the developer to hunt down the page on the site with the issue. What is your testing enviroment? Windows (XP, Vista, 7, 8) Мас (Classic, OS X) Linux (Mint, Mageia, Ubuntu, Fedora, Debian) Desktop Laptop Tablet Mobile Its no secret that different operating systems & devices may display websites differenly. Knowing these details will help the developer recreate the environment and address the issue quicker. What browser and version are you using? %23 Firefox Safari Chrome IE (8,9,10,11) Browsers can also interpret website code differently. What may look broken on one browser, may look fine in another. It is important for the developer to know which browser is displaying the issue so they can recreate the issue. Do you see an error message? Some errors will give the developer a little more insight as to what is going on, such as "File not found". If you see an error, you should report that to the developer. If the website or application is simply not doing what it should, it is important to note that as well. What is the frequency of the error? |Is this a reoccurring problem or has only happened once? It is also good to note if the error is specific to one machine or another. If you have multiple devices, try recreating the error on another device and see if you get the same res not, that helps the developer know that the issue is specific to one device and can help target the issue that way. If What is the current state of the error? | Can you make the change you want? Is the computer frozen or non-operational? What is your timeline? Although all matters may seem urgent, giving the developer as much context as possible about your scenerio will help them prioritize the issue appropriately. If your website or application is completely down or non-operational, that may warrant a more immediate fix than a broken link or the wrong color on some text. If there are other persons involved in this issue, please let your developer know who to contact in case they have questions. modMedia www.themodmedia.com

How To Submit A Support Ticket

shared by VisualApogee on Jan 18
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Help Your Developer Help You. Here the best tips to give your developer enough information to help you resolve your technical problem.

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