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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:

  1. Visit the shop page.
  2. Look at the product table.
  3. Result: Image column shows broken image icons.
  4. 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:

  1. Create a temporary WordPress admin account (or use the free Temporary Login Without Password plugin).
  2. Include the login details in your ticket.
  3. 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.

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If searching the knowledge base hasn't answered your question, please contact support.