What to include in a ticket
A list of details that speed up resolution: domain, exact error, steps, time and screenshots.
The more precise the ticket, the faster we spot the cause. Most "unanswered tickets" arise from missing details.
Always include#
- The domain the problem relates to (e.g.
yourdomain.com) and whether it is a subdomain. - What you expect and what happens. E.g. "The site shows a white screen instead of the home page."
- The exact error message verbatim or as a screenshot, including the code (500, 403, 404).
- When it started and what you changed just before (an update, a new plugin, a PHP version change, DNS).
- What you have already tried and with what result.
- Steps to reproduce: at which address, in which browser.
Extra details for specific problem types#
- Site or application: the last few lines from the error log (PHP errors and logs) and the PHP version.
- Email: the sender and recipient addresses, the approximate time and the exact text of the bounce message. See Email not arriving or not sending.
- DNS/domain: what the records at the registrar show and since when.
- Billing: the invoice number, amount and payment date.
Example of a good subject#
Error 500 on yourdomain.com after switching to PHP 8.2 this morning
A good ticket does not have to be long, but it has to be specific. Screenshots with the browser address visible save several messages.
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