If you are a wordpress.com blogger with a question about how to use the software or technical issue, then the first place to look for a solution to your problem is the support documentation. If you cannot find what you need there, the second place to go is to the peer support forum. If your question is not answered or issue cannot be solved there, then your third course of action is to file a wordpress.com support ticket.
Let’s take a look at your wordpress.com dashboard. At the very bottom on the left hand side. There you will see this:
Thank you for creating with WordPress | Support | Forums
Click the Support link there and when you arrive on the support documentation page look down on the right hand column of that page. Under Support Home and Topics you will see Contact Support. Click that link and complete the ticket.
There is an advantage to thinking about what you did, saw and expected to happen and what did happen whenever you experience a problem. It’s the same advantage that arises when completing a support ticket. Completing it makes you slow down, think and provide specifics and details.
When you do that either in the forums when you post a thread, or in a support ticket when you contact Staff you are expediting the process. Providing specifics and details means there is no waste of time contacting you in back and forth fashion to extract the information that ought to have been presented with up front.
Never too many details
Every time support Staff deal with an issue they need to know:
- your browser
- your browser version
- your FULL blog address of the blog in question (not the blog name, the actual url that begins http:// Please note: there is no “www” in any wordpress.com url)
- your FULL username
- your role (Administrator, Editor, Author, Contributor)
- the email address that you registered at wordpress.com with for the blog in question
- and a very good description of the exact problem
- I did:
- I saw:
- I expected:
8. If the problem is with a specific page, post or image then Staff needs the url for whichever is in question.
9. If the problem occurred when following instruction in support documentation then a link to it is helpful.
Relying only on email and not having a ticketing system would simply result in Staff getting vague and sketchy descriptions, so they have to keep dragging out ALL of the relevant information by sending repeated emails to the you. Only then, can they can start examining solutions.
Update June 8, 2010
The IRC chat will enables you to communicate with other people in the chat room and get direct support, discuss about topics and a lot more. Read more to know how to configure wp.com IRC
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