The perfect support ticket
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The document provides guidelines on submitting effective support tickets to Fastly, emphasizing five key steps: identify yourself, state the issue, detail specific reproduction steps, and explain how the issue was discovered. It includes examples of support tickets regarding site errors and caching issues to illustrate these steps. The goal is to ensure clear communication to expedite resolution times.
The perfect support ticket
- 1. The perfect support ticket Kami Richey | Support Manager, Fastly
- 2. Five steps
- 4. Common sense
- 5. Five answers
- 7. Five steps
- 8. Tell us who you are
- 10. Be specific
- 12. How did you discover this?
- 13. Ticket 1
- 14. Subj: Having issues with site… Body: Please take a look What site is having issues? news.example.com What errors are you seeing? I don’t see anything in our debugging tools
- 15. We had a huge spike of errors in our reporting tool What is the error message you see? 503s for our news site Can you send some affected URLs for us to test?
- 16. Ticket 2
- 17. Subj: Having caching issues Body: We’re having issues with content not caching on our site: cdn-staging.example.com Here’s the headers we currently see: link Here’s what we expected to see: link To reproduce this, compare headers from staging.example.com to cdn-staging.example.com You need to update the cache settings for your service. Here’s the steps to set this up:
- 18. 1. Tell us who you are. 2. Tell us the issue or question. 3. Be specific. 4. Steps to reproduce it. 5. How did you discover it? The perfect support ticket
- 19. • support@fastly.com • IRC freenode #fastly • community.fastly.com • docs.fastly.com Questions?