By Heather Williams, Remote-Learner Support Escalation Manager

It’s inevitable.

You’re on your site. You’re creating some awesome content.

And then… it happens.

Some setting isn’t doing exactly what you thought it would. Or some part of the page looks “wonky”. Maybe something doesn’t look like it’s calculating correctly or perhaps someone else can’t access something you’re pretty sure they should be able to access.

What do you? Who can help? Superman? The Flash? Scooby-Doo?

Support.

Support can help. That’s what Support is for and we are happy to help.

So you begin composing your Support request. As you type up a description of your issue, you might wonder how you can best describe the problem. How can you be sure the issue will be understood by support?  As a Support professional I can tell you that the more information you can provide, and the more detailed that information, the better.

It’s also important to act quickly. The sooner you contact Support, the sooner Support will be able to determine the issue and provide a solution or a work around, so you can get back to running your site and providing content to your users.

Here are some ways to help Support help you:

  1. Include screenshots of the issue. This is done with the steps below:

On a Mac:
Press Shift-Command-4.
Move the cross hair to where you want to start the screenshot, then drag to select an area.
When you’ve selected the area you want, release your mouse or trackpad button.
Find the screenshot as a .png file on your desktop that can be attached to your Support request.

On Windows:
The PrtScn button will capture a copy of your entire screen and place it in your clipboard.
You can then paste (ctrl + v) the clipboard’s content into Paint or a Word doc that can be saved and attached to your Support Request.

2. Provide steps to replicate the issue. Include links to specific areas of the site where the incident has occurred and the steps you were following when you noticed the issue.

3. Let Support know how urgent the issue is. Is it stopping users from accessing your site? Have you been able to work around the issue?

4. Provide information on who the issue impacts. Does it affect all users or only certain users?

If you follow these guidelines when creating your Support issue, Support will have all the tools needed to provide you with great support, so like Superman or the Flash, they can swoop in quickly and help…. for a Scooby snack of course!

 

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