How to create the perfect support request.

How to create the perfect support request.

Whether you want to add new content, or you have an urgent request because something’s gone horribly wrong – putting together an effective support request will mean that your website will get attended to quickly – and you’ll get exactly what you need done without a lot of too-ing and fro-ing.

Here are some tips to help you create a support request that will make your developer swoon (and get straight to work once they’re done swooning!!).

Add a descriptive subject line to your support email

We all get a lot of email. So making your subject lines descriptive means your emails will get priority. “Website not working” or even worse … no subject at all makes it hard to prioritise your support request quickly.

Be specific

Describe exactly what you are needing help with. The more details you include, the easier it is for us to get straight to work without having to come back to you to ask lots of questions. If its hard to put in words what you need then show us …

Make a video

Use Loom to create a video - screenshot of Loom Recording

If something is not working, or you want to show a process or series of events – make a video! Loom is my go-to for easy screen recording.

Include screenshots

Take a quick screenshot. It makes it so much easier to troubleshoot, if I can see what the problem is. A picture really is worth a thousand words!

If you can annotate your image to point out what is wrong, or what needs to be moved or changed than that is even better.

Or at a pinch – a hand drawn sketch will do the trick too!

Screen shot fo Awesome Screenshot homepage

Awesome Screenshot is a really handy browser extension you can use to create and annotate a picture of your screen. You can also use it instead of Loom to create video.

Tell me which browser & operating system you are using

If your support request is about a problem with your website, it helps no end if you can tell me where you are seeing the bug. If I know you are using Windows 10 with the latest version of Chrome – then I know where to start troubleshooting if I can’t see the issue on my computer!!

Tell me where to go

If you need edits made to a specific page, or have a problem with a specific page of your website – make sure you include the link in your support request.