Tips on getting faster support

Receiving top-class support is a two-way process. Since you are the ones referring to us, you are the ones making the first step. In the following blog post, we will advise you on how to structure your reports, so as to make it easier for us to provide you with faster support.

Checking for latest version and compatibility with OpenCart

First and foremost, you need to check which version you have installed. To do so, log in to your OpenCart store admin page. Go to Extensions, then click on Modules. In the table, find your extension. Its name will be followed by the version you are currently using.

Now, you have to find out what the latest version of the iSenseLabs product is. To do so, log in to your iSenseLabs account. Go to your user dashboard page, choose Downloads and then click the View Download button on the given product as follows:

On the right, you will see an "All Product Versions" chart. The version mentioned in the download green button and the one in the light blue one on top of that chart will always be the latest. In the Compatibility column, you can see which OpenCart versions support the extension.

Make sure the latest product version and the one you are using match and that it is compatible with the OpenCart version you are running your web store on. If that is not the case, download the latest product version.

Stating your issue in an understandable way

In order for us to be able to provide you with fast and high-quality support, it is vital for you to state your issue in an easy-to-assimilate way. Tips on how to achieve that:

  Language

The messages to our support team should be in an understandable for us language - preferably English.

 Organize your report

  1. Title

First, avoid writing long and difficult to comprehend titles. Rather, try to state the problem or the error from start.

  2. Body

In order for you to be more efficient you can use bullet points or a list. These two tactics prove as a great way for you to list either the steps to reproduce the issue or the problems that you are currently experiencing.  Here is an example of a well-presented  and easy to read report. Example:

   Stating your problem with class

Try not to cause ambiguities when reporting your bug. The more straight-forward your statement is, the easier it will be for us to understand it and act upon it. Always make sure you mention the OpenCart version and module version you are currently using. Aim for conciseness and clarity. Example:

This ticket lacks any unnecessary detail, yet contains everything needed for us to act upon the matter, and iSenseLabs' team found it easy to understand and respond to.

Providing screenshots

You have undoubtedly heard the saying that a picture is worth a thousand words. That said, it is much better to add screenshots of the actual problem you encounter. If necessary, include written explanations and/or markers on the screenshot. This will definitely quicken our response.  Example:

And, if you want to go for the medal in the discipline, try attaching screenshots from both the back and front-end (whenever you find necessary).

Providing us with FTP and web store admin access from the very beginning

Time has shown that when we deal with problems, more often than not, we end up asking for FTP and web store admin credentials. If you want to save yourself some time on that matter, it might be good practice to include temporary credentials in the first-ever ticket you send us (remember to manually reset them after the support is done). You do not have to worry about your credentials getting in the wrong hands, since iSenseLabs uses 256-bit encryption of all the information on its website. Example:

Conclusion

These are some of the things you can do in order to prevent prolonging of bug fixes. Of course, we do not want to set boundaries to your creativity when it comes to reporting. Having said that, if you have different ideas of how your ticket should be structured, feel free to apply them as long as you make sure it is for the better. Feel free to use the comments section for questions and, why not, sharing your above-mentioned ideas.