What to include when you open a ticket
Five details that turn three messages into one.
Support can see the platform, not your screen. These five things almost always make the first reply the useful one.
- One exact URL
The page where the problem happens, copied from the address bar.
- What you expected, and what happened
One sentence each.
- When it started
With the timezone, and what changed around then: an update, a DNS change, a deployment.
- Who it affects
Everyone, logged-in users only, one browser, one country.
- The evidence
A screenshot with the address bar visible, or the error text copied as text.
Helpful extras
- The output of
curl -sIfor the failing URL. - Whether the problem also happens on staging.
- Whether you have already purged the cache.
Never send passwords in a ticket
If we need access we will ask you to grant it from the dashboard, which is logged and revocable. Nobody at WebVue will ask you for your password.