No matter how few domains you own or what web host you use, at one point or another you will have an issue that requires the attention of tech support. It may just be a simple question, or your website may have gone down. Either way, chances are good you want a quick reply. While this is to always been expected from your registrar or web host, there are steps you can take to ensure your support query is answered as fast as possible:
1. Be specific.
Support personnel need all the facts in order for an issue to be fixed quickly. What is the problem? When did it first start? Is there anything you could have done to influence the problem? What steps have you already taken to try and fix the issue? What is the error message and number? If applicable, what operating system and web browser do you use?
Answering these questions can help support staff quickly rule out possibilities. If they don’t have to ask you or look around for basic information, the problem will be fixed faster.
2. Tell it like it is.
Nearly all support ticket systems require you to select the severity of the problem from a drop-down menu. Available choices might range from low to high, or non-essential to critical. If asked the priority of your issue, be honest. Filing a “critical” support request because you forgot your FTP login will just aggravate tech support and possibly delay resolution.
Many support systems also ask you to choose a category such as “Sales” or “Domains” when filing a request. Make sure you pick the right one.
3. Be polite.
In a perfect world, everything would work flawlessly. No one likes it when things break and getting down to the root of some problems can be frustrating. However, there is no excuse for being rude. Escalating tensions will just make the problem harder to solve, and if you’re polite, technicians will be more willing to go the extra mile to resolve your issue.