If you’re reaching out to tech support to address a problem with your website, the more useful information you can give them up front, the better. Here is a basic checklist to consider.
- Expected result vs actual result
- How long the problem has been happening
- Any changes that might have preceded the problem
- The full text of any error message you’re seeing
- Screenshots of the problem
- Circumstances that might affect the result (browser, platform)
- What you’ve tried and whether or not it made a difference
- Some sort of appreciation or thanks – it goes a long way!
You can leave off any item that you’re sure isn’t relevant – a screenshot may not be necessary if you’ve given the full text of the error message.
Don’t leave off the appreciation, though!