When you encounter issues or need assistance with your website, asking for support effectively can lead to quicker and more accurate resolutions. Best practices, such as providing clear details, relevant screenshots, and specific questions, can ensure that your support requests are handled efficiently.
This article outlines the best practices for asking for support, which helps you get the help you need promptly and effectively.
Note:
If you have separate issues, we recommend opening separate support chats for each issue to ensure a faster resolution.
Step 1: Provide Clear Details of the Issue
Accurately describing your issue is crucial for a quick and efficient resolution.
The clearer and more specific you are about the issue, the less time our support team spends diagnosing the problem. Providing detailed information helps us understand the context and focus on the root cause.
Include the Page(s) URL: Always provide the specific URL where the issue occurs. For example, if the problem is on the About page, share the URL of the About page rather than the homepage. This directs our team exactly where they need to look.
Screenshots or Videos: Visual aids like screenshots or video recordings can quickly convey what’s happening on your end. They help our team identify the problem faster and suggest the right solution without asking for more details.
Steps to replicate the issue: Provide all the steps required to replicate the issue.
Step 2: Test in Safe Mode
Consider testing your issue in Safe Mode before reaching out:
Safe Mode disables third-party plugins and custom code, allowing you to determine if the issue is caused by something outside of the Divi theme. If the problem persists in Safe Mode, it’s likely an issue with Divi or WordPress, narrowing the troubleshooting scope.
Go to your WordPress Dashboard → Divi → Support Center
Enable Safe Mode and check if the issue persists. If it does, share this information with the support team, as it provides useful context.
Step 3: Mention Recent Changes or Updates
Inform the support team of any recent changes or updates made to your website.
Sometimes, issues arise due to recent changes in themes, plugins, or custom code. Letting the support team know about any recent updates, installations, or changes helps them diagnose whether these actions might be the cause of the issue.
Specify if you have recently updated WordPress, the Divi theme, or any plugins.
Mention any custom code snippets or third-party plugins that were added or modified recently.
Important Note: If your Divi theme is outdated, ensure that you first update Divi.
Step 4: Enable Remote Access
Ensure that the Remote Access is already enabled on your website
Enabling Remote Access allows our support team to access your WordPress dashboard directly, significantly speeding up the troubleshooting process. Without this, our team may have to guide you through several steps, which could delay resolution.
Go to your WordPress Dashboard → Divi → Support Center
Enable the Remote Access option
(Optional but Recommended) Enable the Activate Full Admin Privileges as well
Step 5: Rate Your Experience
Provide feedback on the support you received:
We value your feedback and appreciate your time in helping us improve. Positive ratings let us know what we’re doing right, while constructive criticism highlights improvement areas.