Detailed tickets get fixed faster. Please include:
Always include:
- Which service: choose it under Related Service, or give the hostname, IP or service ID
- What's wrong: what you expected, and what happened instead
- When it started: date and time, with your time zone
- Steps to reproduce: how we can see the problem ourselves
- Error messages: the exact text, or a screenshot
- What you've tried: steps you've already taken
Helpful attachments:
- Screenshots or a short screen recording
- Server logs (error logs, access logs)
- Configuration files, with passwords and keys removed
- Diagnostic output, such as ping or traceroute results
Never put passwords in a ticket. If we need access, we'll tell you how to give it safely.
Example of a good ticket:
Subject: Website returning 500 errors on checkout page
Details: Our shop (shop.example.com) started showing 500 Internal Server Error on the checkout page at about 2:35 PM Atlantic time today. It happens when customers click "Proceed to Payment". All other pages work. The error log (attached) shows PHP fatal errors. I restarted PHP but the problem continues. This is costing us sales, so I set the priority to High.
Attachments: error_log.txt, screenshot.png
The more detail you give, the faster we can find and fix the problem.