The perfect support ticket Kami Richey | Support Manager, Fastly
The perfect support ticketKami Richey | Support Manager, Fastly
Five steps
Let’s talk about why
Common sense
Five answers
Time to resolution
Five steps
Tell us who you are
Tell us the issue
Be specific
Steps to reproduce it
How did you discover this?
Ticket 1
Subj: Having issues with site…Body: Please take a look
What site is having issues?
news.example.com
What errors are you seeing? I don’t see anything in our debugging tools
We had a huge spike of errors in our reporting tool
What is the error message you see?
503s for our news site
Can you send some affected URLs for us to test?
Ticket 2
Subj: Having caching issuesBody: We’re having issues with content not caching on our site: cdn-staging.example.com
Here’s the headers we currently see: linkHere’s what we expected to see: link
To reproduce this, compare headers from staging.example.com to cdn-staging.example.com
You need to update the cache settings for your service. Here’s
the steps to set this up:
1. Tell us who you are.2. Tell us the issue or question.3. Be specific.4. Steps to reproduce it.5. How did you discover it?
The perfect support ticket
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Questions?