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Creating Effective Support Tickets

Information to Include:

  1. Clear Problem Description

Good: “Content Automation campaign #42 fails during post creation with error ‘API timeout’ after 60 seconds. This started happening yesterday after updating to version 2.5.1”

 

Bad: “My campaign doesn’t work”

 

  1. Steps to Reproduce
  2. Navigate to Post Campaigns
  3. Click “Add New Campaign”
  4. Configure Content Automation settings
  5. Set posts per day to 15
  6. Click “Save Campaign”
  7. Campaign runs but fails at post #8 every time

 

  1. Error Messages

Include exact error text:

“Error: OpenAI API request timeout after 60 seconds. Post creation halted. Campaign ID: 42”

 

Screenshot of error if possible

 

  1. Environment Information

– Turbo Subdomains Version: 2.5.1

– WordPress Version: 6.4.2

– PHP Version: 8.1

– License Tier: Gold

– Number of Active Subdomains: 247

– Server: Shared hosting / VPS / Dedicated

 

  1. What You’ve Tried

– Cleared WordPress cache

– Deactivated other plugins (no change)

– Increased PHP timeout to 120 seconds (no change)

– Tested with different AI provider (same error)

 

  1. Impact Assessment

Urgency: High – Cannot create new content

Scope: Affects all Content Automation campaigns

Business Impact: Client campaigns paused

 

Support Ticket Best Practices

Before Submitting Ticket:

  1. Check Documentation
  • Review this user guide
  • Check training resources
  • Search YouTube tutorials
  • Look for similar issues in Facebook group
  1. Try Basic Troubleshooting
  • Clear WordPress cache
  • Clear browser cache
  • Deactivate other plugins temporarily
  • Check if issue persists in different browser
  • Verify API credentials are correct
  1. Gather Information
  • Take screenshots of errors
  • Note exact steps that trigger issue
  • Document what you’ve already tried
  • Check server error logs if accessible

During Support Process:

  1. Respond Promptly
  • Check email for support responses
  • Provide requested information quickly
  • Test suggested solutions
  • Report back on results
  1. Be Specific
  • Answer questions completely
  • Provide exact details requested
  • Don’t assume support knows your setup
  • Include all relevant context
  1. Test Solutions
  • Try suggested fixes thoroughly
  • Document whether solution works
  • Report any new issues that arise
  • Confirm when issue is resolved

After Resolution:

  1. Confirm Solution
  • Verify issue is completely resolved
  • Test thoroughly in production
  • Document solution for future reference
  • Close ticket when satisfied
  1. Share Knowledge
  • If appropriate, share solution in Facebook group
  • Help others who might have same issue
  • Contribute to community knowledge base
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