A well-described fault often gets fixed in the first reply. A vague one costs a round of questions before anyone can start.
Include these
- The exact address affected - the full URL, or the email address.
- What you expected, and what happened.
- The exact error text, word for word.
- When it started, with the date and time.
- What changed just before - an update, a plugin, a DNS edit, a password change.
- Who it affects - everyone, or just you.
- What you have already tried, so we do not repeat it.
Screenshots help
Include the whole browser window with the address bar visible. Check for anything private in the shot before sending, and never include a password.
Logs help more
The error log entries around the time of the fault often contain the answer outright. See Reading your access and error logs.
Say what it is costing you
If it is stopping orders or stopping mail, say so plainly. It changes how the request is handled.
One issue per request
Separate problems belong in separate requests, or one of them gets forgotten.
Access
If we need to sign in to something, we will ask through the secure form. Do not put credentials in the ticket. See Sending us access securely.
