September 9, 2010 - 4:39pm
by Shane Simpson

How to submit a support ticket

Ok, so I'm sure every hosting company has this posted somewhere on their website. As any technical support staff will tell you, it's extremely frustrating to handle support requests that look like this:

"My email is acting funny"
"I get error's on my website"
"PHP is broken"

And so on. To channel a little Jerry Macguire: "Help me... help you. Help me, help you."

Or something like that. Anyways, when you do run into a problem, please give us as much information as you can in the support ticket. If there is an error message when you are trying to send an email, copy & paste it into the support ticket and let us know what email account you are having problems with. If you think PHP is broken because a bunch of PHP errors are on the screen when you try to login to your Joomla admin area, send us the errors you see, let us know where you see them, tell us what you did that caused the errors and mention the domain name. Screenshots are good too!

Without a good description of the problem, we're left to rely on our latent ESP to try and figure things out for you. If you ask my wife, I'm pretty terrible at mind reading and ESP was never actually a job requirement at EZP. I've never heard anyone ever say "this client provided way too much information in this ticket!". The more info we have, the faster we can fix things and the happier everyone is. WIN - WIN.

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