Send Detailed Support Tickets
In order for us to help you as quickly as we can, we need to have as much information as we can get on any issues that are being reported as we can get.
When a customer reports an issue, whether by phone or email, collecting as much of the following information and including it in your email to us will greatly help us with investigation and possible recreation of the issue.
Here are the things that we need include, and some optional things that would potentially help:
Customer details
- The customer name and/or URN
Information about the issue
- What browser and Operating System they are using, such as Chrome on Windows 10.
- If they were using a mobile device, where they using WiFi or mobile data to access the site.
- What their IP address is, and whether they are connecting via a VPN (optional).
- What website URL they were on when the issue occurred, or a description of what the page was. For example, a product page, the checkout, etc.
- A screenshot of the issue, and any error messages (optional).
- Details about what they were trying to do and what happened, and whether any error messages were displayed, including the error if possible.
If applicable:
- What Khaos Control instance the customer is on.
- The sales order number.
- Whether the same issue has been reported recently for another customer.
- Whether the customer tried more than once, and if they still received the same issue.
Checkout related issues
- Was the customer logged in to an account, or where they checking out as a guest.
- How far did the customer get through the checkout, what stage did they run into an issue.
- What payment service provider they were using.
- If they got as far as paying for the order, did they enter their card details, and did they receive any error messages before being sent back to the website.
- Did they see a screen saying the order was being processed.
- What information does the payment service provider show for the transaction, for example in MyOpayo.