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How to ask for support

Started by on Nov 03, 2019 – Contents updated: Nov 03, 2019

Nov 03, 2019 23:05    

When you start a Support thread, there is a blue box that asks you for all of this:

If you are requesting support, please follow these guidelines in order to get a more effective response:

  • Start by providing a complete screenshot of the problem (Do NOT crop too small. We NEED to see the context of the problem AND the URL in the address bar).
    • If possible, annotate the screenshot with arrows.
    • If a specific step is required to reproduce the problem, make another screenshot to show where you clicked. Put step numbers on the screeenshots.
  • If there is an error message, make sure to copy/paste the complete message (not just a little part).
  • What were you trying to do?
  • What result did you expect?
  • What result did you get instead?
  • What have you already tried?
    Additionally, it is very important that you fill out extra fields below:

(and the form includes some fields like "Exact version number of PHP", "Exact version number of b2evolution", etc.)

If you can't be bothered to provide all this information, please understand we probably won't be bothered to try and guess how to reproduce your issue.

The rationale of this is that you are requesting FREE support. This means that a community member will GIVE his time to try to understand your issue and try to provide a solution.

Under these circumstances, the least you could do is cut down the time he/she needs to understand your issue, so he/she can make the best use of his/her time to provide a solution.

While your issue may be clear to you, it will not be clear to other, especially in a sea of dozens of other issues, all in very different areas of the software.

Providing the info above may cut down discover and back & forth questioning from 1 hour to 5 minutes.

Most of the people with the expertise to solve your issue don't have 55 minutes to spare on requesting bits of information you should have provided upfront.


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