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How to Lodge a Support Issue

Posted: Monday, May 14, 2012 at 1:04:11 PM EST by Rachel Muzhari

When you have a support issue the quickest and easiest way to get a response would be to email: support@sitezero.com.au

In the email you would need to issue you would need to describe the exact issue you are facing in such a way that one would be able to follow your steps and replicate the issue. That way we don’t waste any time conversing back and forth trying to understand what you mean, when we could be fixing the issue.

Below is an excellent example of a well lodged support issue.

Email Subject: Unable to Create a new page (Summarize your issue into a sentence)

Hello,

I am unable to create a new page, below are the steps to replicate it.

Step1: I went to my website admin: www.youdomain/admin

Step 2: I did the following in order

  • I clicked on the menu item: content
  • I clicked on page manager
  • I clicked on create a new page
  • This brought up the following
lodgesupportissue001
 

I filled it out as displayed above

Step 3:

  • I then ticked the publish page tick box
  • Then I click on save and publish page
  • It is at this stage the error below came up

lodgesupportissue002 

Kind regards

Joe Blogs

When lodging a support request, assume the person reading your email has no idea what you are talking about. This will lead you to a greater depth of detail that is helpful to our support team.

Specify whether the issue you are having is with your website or another service SiteZero provides.

It is always a great idea to include screenshots using a tool such as Screenpresso, and URLs of pages that you have be working on and above all supply as much information as possible.

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