If you’re having a problem with your website or system, our goal is to understand your issue as quickly as possible so we can get straight to resolving it.
The clearer and more detailed your support request, the quicker we can identify exactly what is happening and provide you with the right solution.
Without enough information, we may need to come back to you with follow-up questions, which can slow things down. By including just a few key pieces of information in your request, you can help us respond faster and more accurately.
Here’s a simple guide to making sure your support requests get the best possible results.
What to Include in Your Support Request
Here are four simple things you can include that make a huge difference in how quickly and efficiently we can help you:
1. Relevant Links
If the issue happens on a particular page or section of your site, sending us the direct page address helps us see exactly what you’re referring to.
Example:
Instead of: “Our form isn’t working,”
you could say, “The contact form on https://www.example.com/contact isn’t sending submissions.”
2. Screenshots or Screen Recordings
“A picture paints a thousand words” – and that is especially true when explaining a technical problem.
A screenshot can instantly show us what you’re seeing and a short screen recording is even better if you want to demonstrate how the issue happens.
Whenever possible, use built-in screenshot or screen recording tools rather than taking a photo of your screen with your phone – phone photos are often blurry or hard to read, which can make diagnosing the problem more difficult.
How to Take Screenshots:
- Windows: Windows + Shift + S → select the area to capture.
- Mac: Shift + Command + 4 → select the area to capture.
- Phone: Varies depending on the phone but try Power + Volume Down or Power + Home on some older phones.
How to Record Your Screen:
- Windows: Press Windows + G to open Xbox Game Bar.
- Mac: Use QuickTime → File > New Screen Recording.
- Mobile: Most phones have a built-in screen recorder in their control panel.
- Online tools: Services like Loom or other browser-based recorders make sharing a quick walk-through very simple.
Once done, attach the file or share the link with your support request.
3. A Step-by-Step Walkthrough
A clear description of what you did before the issue occurred helps us replicate it and understand exactly what’s happening.
Here’s a simple format you can use:
- Where I went [link to page].
- What I did [clicking specific button or action].
- What I expected [what should have happened].
- Instead, [what actually happened].
- What I was using [device type and browser] – for example, “iPhone using Safari” or “Windows PC using Chrome.”
Example:
- I went to the checkout page at https://www.example.com/checkout.
- I entered my payment details and clicked “Place Order.”
- I expected to see a confirmation screen.
- Instead, the page refreshed and my basket was empty.
- I was using a Windows PC with Google Chrome.
Why including your device and browser matters
Sometimes an issue only happens under specific conditions, such as on a certain phone, browser, or operating system version. By telling us what device and browser you were using, we can test in the same environment and makes it much easier to track down the problem, especially if it doesn’t appear everywhere.
4. Clarity on Your Expectations
Sometimes, what’s “broken” isn’t necessarily a technical error, it might just be that the feature isn’t working the way you expected because it wasn’t designed that way.
That’s why it’s really helpful for us to know what you expected to happen and how you’d like things to work. When you tell us your goals, we can make sure the system matches your needs – whether that means fixing an issue, adjusting how something functions, or suggesting a better way to achieve the results you want.
The next time you reach out for support, think of these steps as a way to help us help you.
