How to Get the Most from Your Support Team – 352 Noodles & Doodles

We know the panic you feel when you have to call your support team – your website is down, or your blog has disappeared for some reason. That’s why they call it support, and we’re here to help.

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But if you don’t want to get the sort of help that these guys provide, there are some things that any website owner can do to help us help you. Our DevOps engineers can help with anything from server issues to bug fixes, but we can’t solve a problem if we don’t know what it is. In this week’s Noodles & Doodles, we’ll teach you how to get the most from the DevOps team at 352.

Transcript below.

Image credit: Gabe Torney

Want-to-Know-More

[Dennis Pelton:] Hi, I’m Dennis, DevOps engineer at 352, and I’m here to talk to you about how to get the most out of your support team. For us, DevOps is kind of like support, except that we deal with a little bit of development and a little bit of operations. If your site’s down we’ll deal with that. If your server’s having issues we have that. And, if you just need small fixes on your site we can go in and develop really quickly, we do that as well. 
 
The first thing you want to do is contact support. This sounds like a silly thing, but if we don’t know about your issue, we can’t help you to fix it.
 
Make sure that you’re also contacting support in the way that your system is set up to do so. For example, for us internally we use a ticketing system. Externally, we take calls and we do email. Make sure you’re contacting support in the correct way. Once you do contact support, you’re going to want to give us as many details as possible. This is anything like screenshots of your issue, the exact error text that you’re seeing, or, if you can get it, a video of the issue happening. This also includes steps on how to reproduce the issue. You’re going to want to send us very detailed steps on how we can see the exact issue that you saw. Send them out like we have never seen the site before, because there’s a good chance we might not have. You’re also going to want to include anything like the browser that it happened on, when it happened, and on what page of the site it happened on. The more details you can give us, the better. If you include too much stuff that’s okay. If you don’t include enough we’re going to have to call you back and get more details from you.
 
 The third thing is to use the correct terminology when you contact us. If you’re saying things that are different from what the issue is you’re going to get a different response which might not be faster. You want to make sure you’re using the correct terminology like saying the content of my site is missing rather than my site is gone, because if you say the site is gone and we go visit it and see it’s there, we’re going to assume that your issue has fixed itself. If you say the content is missing, we can see that. We can see that the content is indeed missing. 
 
The final thing to talk about is urgency. When you’re talking about the urgency of your issue we’re talking about how you contact us, what you say to us, marking it as urgent, any of these types of things. You only want to mark things as urgent if they actually are, say like your site is down or something is impacting your business in a negative way. If it’s just something like a period should actually be a comma that’s not urgent and we’re not going to see it as that way. If you mark things as urgent or tell us that they’re urgent when they’re really not, you could be getting a different response which might end up making it go slower. Always make sure that you mark the urgency of your item properly. If it’s really urgent make sure you’re calling instead of emailing or any kind of faster response like that. 
 
That’s all I’ve got for you. Thanks for watching, and don’t forget to subscribe to the 352 Inc. YouTube channel.
  • dwasylow

    What’s the number one support call topic you encounter?

    • Dennis Pelton

      It’s a tough question since we get such a diverse mix of requests, but I would have to say that the most common thing that people call asking for is probably text changes on sites. Mostly changes for text that is not content managed, but sometimes we see issues updating CMS text on older versions of our CMS or on older browsers.