Due to the high number of clients I support & the volume of requests that come in, please follow the guidelines below to help cut down on unnecessary tickets.
STEP 1: Before Submitting A Ticket...
- Check the Knowledge Base
Many questions or instructions for doing something yourself can be found in the online knowledgebase
Try not to submit tickets for something you can do on your own within VedaCMS, Form Sentry or your hosting cPanel. We're happy to help if you get stuck, but greatly appreciate it when clients try themselves first.
STEP 2: Requests You Need Me to Do...
Scenario #1: If something isn't working...
The more details I have, the more quickly I can troubleshoot & fix it. Please follow these tips when reporting a problem.
- Relevant Email Subject Line
If emailing me directly, it's essential to use an email subject that briefly identifies what you need and/or tells me what issue you're having. This ensures I can identify & respond to higher-priority issues more quickly as I scan through my inbox. For example, instead of putting "Help" or "Website Problems" as the subject - use something descriptive like "Booking Form Not Working" or "Problems Uploading Gallery Photos" so I know immediately what your issue relates to.
- Detailed Information:
Describe exactly what's not working, any error messages displayed & steps I can take to duplicate it. Writing "my website isn't working" doesn't tell me enough to know where to start troubleshooting. Explain where the problem is happening & be sure to mention if it's an issue only specific to the mobile site vs full site.
- Include System Specs:
To help me troubleshoot the issue, it's helpful to know the system specs of the device & network you're using. Please visit the System Details page on my site, which will display your technical specs. Just copy/paste all the information that page shows & send it in your reply.
- Provide Any Necessary Logins:
If the issue relates to one of your back-end systems (VedaCMS, Form Sentry, cPanel, Webmail, etc) - please include any login details I'll need for access.
Scenario #2: You'd like an update or change made on your website...
Again, the more detailed information & materials you can include with the initial request - the less time I'll need to spend on back-and-forth to get all necessary info.
- Descriptive Email Subject
If emailing directly, be sure to set an email subject that briefly describes what the update is about. Avoid generic subject lines like "Website Changes" and use something descriptive like "Color Palette Change" or "Swap Out Design Photos". This helps me identify & prioritize easy vs complex change requests I can fit in depending on my availability for that day.
IMPORTANT: Please DO NOT send requests from an old email thread that has a subject line completely unrelated to this new request. This will almost guarantee a much slower turnaround, especially if the new request is something very simple I can do quickly - but end up skipping over when scanning the inbox because the unrelated email subject implies something more complex.
- Be As Detailed As Possible
Provide as detailed information & instruction about the specific changes you want to be made. If requesting changes that impact the overall design style (layout/colors/fonts/logo) - try to reference or include examples that show what you want.
- Include Any Files or Materials Needed to Do Update
Be sure to include any files I'll need to perform the change and any special requests or instructions that correspond to them. For photo-related changes in the design, it's very helpful if you can rename the photo(s) you attach so they correspond to the page they should go on.
MISC: Other Important Info:
- PLEASE Don't Submit Duplicate/Separate Requests
Don't submit a new ticket or email for a question/issue/request you already sent a request for. Instead, if you'd like to check on the status or provide more info - please send a reply from the original request email so all information is contained within the same thread.
- ALWAYS Create New Ticket for New Requests
The ticket subject always needs to relate to what the ticket is for. Don't add new requests to an old/existing ticket that's about something completely different. Multiple requests can be bundled into a single ticket, but they must be submitted together from the start.
- Be Sure to Indicate Emergency Issues in the Subject Line
Put "911", "Critical" or "Emergency" at the start of your email subject so I can quickly identify these types of requests. See this article for more detailed information about emergency requests