How to write an effective support request
We want to provide you with the best possible support. Here's how to help us help you:
Use the "What, Where, When" Format
When reporting an issue, include:
- What's happening: A brief description of the problem.
- Where it happens: The specific page or plugin area affected.
- When it happens: The steps that trigger the issue.
A good example:
"WooCommerce Product Table isn't loading the product images in the Image column.
Location: https://mysite.com/shop
Steps to reproduce:
- Visit the shop page.
- Look at the product table.
- Result: Image column shows broken image icons.
- Expected: Product images should display."
A less helpful example:
"My table isn't working properly."
2. Include logins
If you'd like us to investigate on your site:
- Create a temporary WordPress admin account (or use the free Temporary Login Without Password plugin).
- Include the login details in your ticket.
- Delete this account after we've resolved your issue.
3. Add screenshots (+ video)
A picture really is worth a thousand words - especially when describing a technical issue.
Include screenshots or screen recordings when describing visual issues, as these help our support team quickly understand and reproduce the problem you're experiencing - on Windows press Windows+Shift+S for screenshots or Windows+G to start recording, and on Mac press Cmd+Shift+4 for screenshots or Cmd+Shift+5 for screen recording options.
Keep it simple
The clearer your initial message, the faster we can help. Focus on one issue per ticket/email thread, and we'll work with you to find a solution as quickly as possible.