When submitting a ticket you can get your ticket resolved quickly with one response if we have all of the necessary information. This guide will show you the information that we need so that you can get the quickest solution to your issue.
How To Help Yourself
There is a lot of helpful information located in the knowledge base that you are currently browsing. Use the search feature and/or thumb through the articles to see if we have a guide written to help you with your current issue.
If you can't find your answer in one of our articles please feel free to submit a support ticket to us.
Setting up your question
How you set up your question can determine how fast a solution is reached. If some important information is left out it can take longer to resolve the issue as we will need to request that information.
Make sure the subject explains your issue.
Though we respond to every ticket it is very helpful to make sure that the subject line is a brief blurp about your issue.
Wrong: HELP ME!!!11!!! Correct: I need to change my username
Make sure you're descriptive in your question.
Below I have listed some examples of information that would be helpful to the representative helping you.
- What specifically are you having the issue with?
- What browser are you using?
- Did you notice any steps that we could take to replicate the issue on our end?
- Are there any errors or notices you received? Screenshots are great!
- What have you tried so far and what were the results?
A picture is worth a thousand words.
Screenshots, mockups, etc. are very useful to help the representative see what you are trying to explain. This is especially true because sometimes not everyone is experiencing the bug that you are and that fact can make it pretty difficult for us to understand the issue.
If you need help with taking screenshots, we have a handy guide set up here: How To Take A Screen Shot.