While some problems are big and obvious... 


  • When I try to open my website, my browser says it doesn't exist!  


...many of the problems you may run into may be smaller or harder to explain.

  

  • Sometimes it's hard to click and drag this thing over to this other thing and I don't know why.

   

In both kinds of situation, we're here to help - and to help us do that, we'll need as much information as we can get from you about what was happening when you saw the problem. Below are a set of questions to ask when you're logging a new ticket or asking a question. While you won't need to answer all of these for every situation, the more information you can provide with your request, the fewer questions we'll have for you and the faster we can get you the answer or solution to your ticket.


Perhaps the most important piece of information you can provide is the URL of the page on which the problem occurred. 


Who, What, When, Where, Why, and How.

  • Who experienced the problem?
  • What did you see happen?
  • What browser are you using (Chrome, FireFox, Internet Explorer, Safari, etc)?
  • What kind of device are you using? Are you on a computer or a mobile device like a phone or tablet?
  • What you were doing when you encountered the problem? 
  • When did you see the problem? Has it occurred multiple times?
  • Where did you encounter the problem?
    • Were you typing in a field?
    • Were you clicking on a link?
    • What is the URL of the page where you encountered the problem?
  • Why is what you saw a problem? Did it stop you from doing something? 
  • How do we reproduce the problem?


Additionally, screenshots are also extremely helpful in helping us understand your issue. Please keep in mind that while we are very knowledgeable about how to work within the system, our support staff may need your help understanding what you're trying to use the system for.