This article is to help you write to us, so that we can provide better and faster solutions for you!
Following these guidelines will help make your support tickets informative and fast to work with.
1. Check the help centre articles and use the search
For a lot of issues, our help centre already has the answers, so always check here first. The help centre has a manageable amount of articles that cover a lot of the most common configuration questions. Try to solve the issue yourself before turning to support - you will get to know your own pages far better. If you can't find the help you need in our help centre or need further information, feel free to contact us!
2. Be nice
We try our best to answer you as quickly as possible. It's a lot easier and makes us much happier to help you if the email isn’t full of swear words or includes only three words: “IT IS BROKEN!!!”
We promise to also be nice in return! ;-)
3. Give us the bigger picture as well as the problem
- what were you trying to do and what did you expect to happen/what do you want to happen? - if we know your goals, it will be a lot easier for us to help you out. If the intended solution doesn't work, we can find a workaround or maybe come up with a broader solution.
- how urgent is it? tell us about the current impact of the problem: is your action live? Has it already been sent to supporters? Or is there a deadline coming up? Resist the urge to tell us that everything is urgent - if an action is live we might need to spend extra time on a 'quick fix' solution which otherwise wouldn't be necessary.
4. If we can't reproduce it - we can't fix it
Try to give us as much information as necessary, and at the same time as little as possible. Giving us the following information in your first message will help us help you quickly:
- what actually happened? - always specify the behaviour that led to the issue. In other words: give us a step-by-step description of exactly what you did, where you clicked, and what happened next. In order to find out what exactly needs to be fixed, we need to be able to copy what you did and get the same result.
- the errors - if something is missing, then where? If there’s an error message, what does it say?
- the URL - where does the problem happen? ideally send us the drupal URL with the so-called node ID (https://your.subdomain.org/node/123). You can always see the node ID in the URL when you are in the editing mode. More info on finding your node ID here.
- the timing - when does it happen? After login? Only at 5pm? After a release/update of ours?
- the actors - who is trying to do this, who do the errors show up for? Are you logged in as an admin or not at all?
- information on browser and operating system (with version) - especially if the issue is not consistent between browsers. You can find these information here, for example.
Does the same issue happen on a different browser or on your mobile phone and/or desktop PC?
4. A picture says more than a thousand emails
Feel free to send us screenshots!
5. Short and helpful email subject
Please make sure you describe your ticket in a proper way in your subject.
Note: a subject containing "automatic reply" may land in our spam filter :)
6. If it's really urgent, follow-up with a phone call
We will always ask you to send us a description of your issue by email, since this makes it possible for various team members to work on support tickets at the same time, even if they're not in the same office. It also provides us with documentation and makes the workflow more transparent when looking back.
However: If it's urgent, give us a call! Jess, Lorena or whoever attends the regular more onion Austria landline will be happy to help you out.