Getting the most out of the support ticket system comes down to clear communication. Here are some best practices for different types of tickets.
Reporting a Bug
When something is not working as expected, include:
- What you were doing — The action you took (e.g., “I clicked Deploy on the ACF plugin”).
- What you expected — What should have happened (e.g., “The plugin should install on the site”).
- What happened instead — The actual result (e.g., “Got a 500 error and the deploy stuck at 0%”).
- Screenshot or error message — Attach a screenshot of the error, or copy the error text.
- Browser and device — Mention if relevant (e.g., Chrome on Mac, Safari on iPhone).
Requesting a Feature
When suggesting a new feature or improvement:
- Describe the problem — What are you trying to accomplish that you cannot do today?
- Describe the solution — How do you envision this working? Be as specific as you like.
- Explain the impact — How would this help your workflow? How often would you use it?
Asking a Question
Before submitting a question:
- Check the Help Center first — your answer might already be documented.
- Use the search feature to find related articles.
- If you still need help, submit a ticket with the specific question and any context.
Billing Questions
For billing-related tickets, include:
- Your account or workspace name.
- The specific billing issue (charge amount, invoice number, plan question).
- Any relevant dates or transaction IDs.
Response Times
We aim to respond to all tickets within 24 hours. Urgent tickets are prioritized and may receive a faster response. Complex issues may take longer to investigate and resolve, but we will keep you updated on progress.