Faster Support – Client Tip #4 – Details of the Issue

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Providing a good summary and and details of the issue can be half the solution. Here’s what helps.

The following very simple structure can jumpstart the conversation. I’ll give you some examples in parallel.

1. What plugin are you having an issue with?

Some developers are developing and providing support for more plugins / themes, so it is usually good to clarify right at the beginning (1) which one you are talking about.

Hi, I have a problem with plugin X.

2. Briefly state your issue, summarize the problem

There is a problem with the featured image. It doesn’t show.

3. Give more details about the issue

When I look at the singlepage then the featured image doesn’t show, but when I look at the summarypage, it does.

4. Share if you did any tests and what were the results

I’m using the BestMostAwesome Theme. When I switched to twentyeighteen the featured images did show up. When I switch back they disappear. HELP!

5. Provide step-by-step instructions how the issue can be reproduced

Here is how you can recreate the issue:

  1. Create a new post
  2. Add content and a featured image
  3. Publish it
  4. Go to the front-end, look at the post and check if the featured image shows up

6. What is the result that you get?

I see all the content showing up, but the featured image is missing.

7. What is the result you would expect?

I would expect that the featured images shows up, just like with the default twentyeighteen theme.

The more of the above details you can share the better.

All this information can help the support agent test and replicate the issue quickly, exactly the same way you did it. There will be no guessing like “Did you publish the post and then added the image later?”

This year (2019) in September I participated at WordCamp Zürich in Switzerland. I applied with a talk about how a support exchange, and thus reaching a resolution can be made faster. And I thought it would make a great blog series.

This is the fourth set of tips for Clients in the Faster Support – For Both Sides series.

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Faster Support – From Both Sides


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