Writing a Support Request

There are a few important points to remember when raising a ticket so that we have the best chance of providing a solution for you as fast as possible:

1. If Describing a Problem Follow the “Problem, Replicate, Result, Expected Result” Formula

The most difficult support requests to handle are those that are written like an English essay containing multiple poorly defined issues that all require clarification.

When describing a problem, you should try and write your support request like this:

​Hello – I have a problem loading landing pages with Thrive Architect.

To replicate:

1. Go to this page http://www.mydomain.com/example-page/?tve=1

2. Click “Choose landing page” from the right sidebar

3. Choose any landing page

Result: The loading spinner appears but the landing page selected doesn’t load. Instead, I am taken to edit a blog post.

Expected Result: The correct landing page should display. I have included wp-admin details with this support request.

This is written in the following format:

  1. Overview of the problem – A quick one-line overview of the issue

  2. Steps to replicate – how we can replicate the issue

  3. The result – What happens

  4. Expected result​ – What you expected to happen

Here are some examples of the same problem described in a bad way:

Hello – I can’t load any templates – please fix.

  • What templates? In content templates or landing templates?

  • What is meant by “doesn’t work”?

  • How do we replicate this on the site?

  • Our support team will need to write a reply simply asking for more clarification about what the issue is.

Hello – I can’t load a landing page on one of my pages. Why is this?

  • Which specific page on your site doesn’t work?

  • Before we investigate, we will need to be sure where the issue occurs

The important thing to bear in mind is to describe the problem, how to replicate, the result, and expected result in an as short and concise way as possible that contains no ambiguity.

2. Add your WP-Admin Details If It’s Likely to be Necessary

Often we will have to log into a site to investigate an issue that’s reported to replicate it.

If you’re describing a problem or a bug then it’s likely we will need your wp-admin details. These details are only viewable by the Thrive support team. To save us from having to ask for it, please consider including this in your support ticket from the start.

You can add login details using the “Site Details” form when raising a ticket. Please follow this tutorial, to see how to do that.

For security purposes, we recommend that you create a new, temporary “admin” user account on your site ​and send those details to us in the “Site Details” section.

Once the support ticket has been resolved, you can then delete the user account that you created.

3. Use Screenshots Where Appropriate

Sometimes a screenshot can really help us to understand the issue at hand.

For instance, a support ticket like this is quite difficult to debug:

I have a problem with the menu display on mobile resolution

Steps to replicate:

1. Visit http://www.mysite.com/example-page on a mobile device

Result:- Main logo is too big and overlaps the hamburger menu

Expect result: The hamburger menu should not be obstructed on mobile view.

Admin details added.

A screenshot compliments a ticket like this very well. This enables our team to see the issue straight away without any ambiguity.

Click here to learn how to take screenshots and add them to your support tickets for free.

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