Faster Support – Support Agent Tip #5 – Have multiple test sites

Minimize prep time for testing.

Reading Time: 3 minutes

WordPress lives in a very complex ecosystem with many different setups and scenarios. When an issue is reported it is of course impossible to recreate the exact same environment for testing, and likely it is not even necessary. Having different test setups though can decrease the testing time, actually the setup time by minutes.

Reveal the truth…

Faster Support – Support Agent Tip #4 – Forget the mouse!

Use the keyboard as much as you can.

Reading Time: 4 minutes

Did you know that using the mouse slows you down? The moment you lift your hand from the keyboard to do some mousing you lost about one to two seconds. This is about the time you need to reach your mouse and then get back to your keyboard.

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Faster Support – Support Agent Tip #3 – Automation

Automate whatever you can! This will save you the most time.

Reading Time: 3 minutes

If you want to adopt only one thing from this series, then I would recommend this one. Automating processes, replies, and basically whatever you can is probably the best time saver. In this post I’m focusing more on what can be automated in a support exchange. Of course if you zoom out and take a look at support processes for example, there is a wide range of opportunities there as well.

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Faster Support – Client Tip #2 – Do The Conflict Test

Best way to resolve a conflict is finding the roots first.

Reading Time: 3 minutes

After being up-to-date this is probably the second thing the support agent will ask you to do.

What is the use of a conflict test?

It will help you get closer to the source of the issue. You can find out whether the issue is actually with the plugin in question, is the issue caused by another conflicting plugin, the theme you are using, or maybe some custom code in the theme.

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Faster Support – Support Agent Tip #2 – Know Your Stuff

You better know what you are doing.

Reading Time: 2 minutes

Know when it is helpful to ask for conflict testing

A lot of support exchanges start with some kind of a conflict testing.

“Switch of all plugins, switch to a default theme, yadda yadda yadda”.

But sometimes it is totally useless and does not and will not produce results.

Unveil the mystery…