Tips when requesting help from technical support

Siteimprove Technical Support aims to deliver excellent support so it’s great when all the relevant information is provided within the support request.

How to Submit a Support Ticket Effectively

Here's a list of the information that is useful for Technical Support to assist you quickly:

• Name of the product/feature - Let us know which product you are having trouble with, and at what point it is failing.
• Detailed description of issue - Please provide us with a detailed description of what you need help with. If something isn’t functioning as intended, then let us know the details, and tell us how you’d expect the feature to behave.
• Screenshot - Please include a screenshot of the issue. Usually, the entire screen will be helpful for support to trace your steps.
• Platform URL - It would also be beneficial if you include the URL of where the issue occurs in the platform.
• Browser name - In most cases, it’s useful if you let us know which browser you are using.  
• Name of user - Let us know which user was logged into the platform at the time.
• Website - Please include the URL of the website on which you noticed the issue.

To ensure a smooth and efficient resolution of your requests, we kindly ask that each support ticket be limited to one product issue per site.

Why is this important?

• It allows our support team to address your concern more quickly.
• It prevents delays caused by multiple, unrelated issues being handled in a single ticket.
• It ensures that complex issues requiring escalation do not hold up the resolution of other requests.

Best Practices for Submitting a Ticket:

• Submit one ticket per issue per site. If you have multiple issues across different sites or products, please create separate tickets.
• Provide clear details. Include the affected product, site URL, and a description of the issue.
• If an issue requires escalation, we will keep you updated on its status while resolving other requests separately.

Following these guidelines helps us provide faster, more effective support. Thank you for your cooperation!

We're looking forward to helping you out next time you submit a request.