Better Blogging / Blogging Tips / Tips Support Tickets

4 numbered blocksIf you are a 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 support ticket.

Let’s take a look at your dashboard. At the very bottom on the left hand side. There you will see this: footer links

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:

  1. your browser
  2. your browser version
  3. 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 url)
  4. your FULL username
  5. your role (Administrator, Editor, Author, Contributor)
  6. the email address that you registered at with for the blog in question
  7. 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 IRC

Happy blogging!

Related posts found in this blog:

WordPress.Com Beginners Guide

Details for Staff:
Please provide details Support Tickets: Never Too Many Details

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6 thoughts on “ Support Tickets

  1. TT, if you saw the number of your posts I have bookmarked on my computer, you’d gasp! This has just been added to those. I’ve contacted support just a few times and usually, by the time I’ve got to the stage at which I need to, I’m in such a state mentally that I can’t focus on how I need to say things to them, so this is a help indeed!

    That said, sometimes one needs to contact support just to ask a simple question and then the rest is unneeded. For instance, I recently contacted them to ask their permission for me to use wordpress screenshots and I got a very helpful reply from them within two days. I was very pleased!

    • @Val
      Thanks for the feedback on this post and for sharing your experience. I find that Staff provide excellent service. It’s ommon for bloggers to be so frustrated that they forget that details are important. There is no such thing as providing too many details when asking for technical help.

    • @Hesham
      If you ever answer questions on a support forum you will be amazed to find that those asking questions rarely provide any salient information in their first contact with support staff or volunteers. Most must be prompted in follow up posts or emails to even reveal the basic information, let alone, details that are required to isolate what the issue is and what may be causing it, and how to solve it. However, they all want the solutions – NOW! lol :D

  2. It is really nice to go through your posts. They are very informative in many aspects and your posts clearly display your immense skill to attract readers from all around the globe. Kudos to you !!

    I have also started blogging recently. Please go through my posts and provide your valuable inputs on how can improve my writing. thanks

    • Hello there. I visited your blog very briefly. The first thing you must do is limit the combined total of categories and tags on each and every one of your posts to 10. Use only the most relevant keywords as categories and tags. If you do not do this then your posts may not be displayed on the global tag pages as you may be perceived to be a tag spammer.

      The second tip I have for you is that the blue font has to go. It’s distracting and detracts from the appearance of your theme as it does not complement the color scheme of your theme.

      The third tip I have for you is that writing for the web is different than other forms of writing. Do not create large blocks of text. They are extremely hard to read on monitors and deter readers from reading all the way through them. Break up large blocks of text by creating paragraphs and or by inserting “white space” and/or by using images.

      That’s enough for now. Best wishes for happy blogging. :)

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