Most delays in support are caused by missing detail. An engineer who cannot reproduce your problem has to ask questions first, and every round trip adds hours. Here is what to put in the ticket the first time.
The essentials
- Exact URL. Copy the address from the browser bar. "The products page" could be any of forty pages.
- What you did. The steps, in order, that lead to the problem. Number them.
- What you expected. One sentence.
- What actually happened. Quote the error message word for word if there is one.
- When it started. A date and rough time. If it began right after a change on your side, say so.
Environment details
Tell us the browser and version, the device, and whether you were logged in or browsing as a visitor. Mobile only issues and desktop only issues have very different causes. If you are on a company network with a proxy or firewall, mention that too.
Evidence
Attach a screenshot showing the full browser window including the address bar. A short screen recording is even better for anything involving clicking, scrolling or a form. For email problems, attach the original message as a file rather than pasting the text, because the headers are what we actually need.
Scope
Say whether the problem affects one person or everyone, one page or the whole site, and whether it happens every time or only sometimes. Intermittent faults are diagnosed differently from consistent ones.
Business impact
Tell us plainly what the issue is stopping you from doing. "Customers cannot complete checkout" and "a heading is the wrong size" both matter, but they get scheduled differently.
If you are unsure what detail is relevant, send what you have and reply to your email thread or contact [email protected], and we will ask for the rest.
