This is guide to help you craft and submit a successful support ticket so that our team can better serve you.
How urgent is this issue? Low, Medium, High and Urgent.
Low: Minor updates such as adding a new banner image or updating an existing page with non-time sensitive information.
Medium: Minor updates but are somewhat time sensitive. Such as News items or bio updates that are needed by a certain date.
High: Updates that range from mild to more important, are time sensitive, or are blocking issues for the page or clients.
Urgent: Updates that highlight a severe bug, are needed immediately. For content updates that are needed immediately for either review or are displaying improper information that could cause problems to users such as deadlines or application statuses.
Where did the error occur or where are changes needed? Provide the URL and the browser you were on when you experienced this issue or the location of where items will need to be changed.
Please try and be as clear as possible. Separate the updates by section if requesting that new content be added. Also always provide the URL to the page in question along with where the content should be displayed if applicable. Please also keep updates to a single page. If you have site-wide changes that need to be made, they need to be added as separate tickets. If attaching files, please ensure they are named properly before uploading. This cuts back on confusion and will lead to better results.
What did you expect to happen or what are you expecting the final content to look like?
Please provide details on what you expected to happen versus what actually happened. Break each error into a separate paragraph. For content updates please follow the same pattern. It’s essential to know, especially when updating a full page of content to provide what the final result should look like. This can be done with screenshots, word documents or via the text in the support ticket. This helps ensure that we do not have too much back and forth.
For a problem, have you attempted to fix the problem? If you attempted to trouble-shoot, provide the steps you took and their results.
For example, if you are not seeing updates that were marked as done, please make sure that you have cleared your cache and done a hard reload. This is essential because some sites lazy load depending on their settings and how recently you last visited the page.
What did it look like on your screen?
Documentation is incredibly important for addressing these errors in a timely manner. Please include as many details as possible that are relevant to your issues/updates. Show a screenshot of what you are seeing, or what you want to be seeing. For errors/bugs, it is also incredibly useful to see it happen to live so that we can better understand how to emulate the error locally. This can be done by a series of screenshots or is even easier with a video of your browser. You also want to make sure to include which browser you are using as some issues could be browser specific.
If our team is not able to replicate the issue, we will not be able to find a solution!