How to write a ticket we can solve fast

The more we know up front, the sooner we can fix it. You don't need technical language. Just tell us what you see.

Include these five things

1. What's wrong. "The contact form shows an error when I press Send", not "the website is broken".
2. Where. The web address (URL) of the page, or the system you were using (for example Microsoft 365).
3. Since when. When did you first notice it? Did anything change around that time (a new password, a DNS change, a new plugin)?
4. Who is affected. Just you, your whole team, or your customers?
5. What you've already tried. Restarting, another browser, another device, clearing the cache.

Add a screenshot

A screenshot of the error message or the screen you're looking at is often worth more than a paragraph.

• Windows: press Windows + Shift + S.
• Mac: press Cmd + Shift + 4.
• Phone: press the power and volume-up buttons together (on most phones).

Never send passwords

Don't put passwords in a ticket or an email. If we need access to something, we'll tell you how to share it safely.

Example

Subject: Contact form not sending since Monday

On https://www.example.nl/contact, pressing Send shows "Something went wrong". It started on Monday morning. Customers have told us too. I tried Chrome and Safari on two computers. Screenshot attached.