Domain of One's Own, How-To

Approaching a Support Ticket

This blog post is for Domain of One’s Own support admins.

At first glance, no two support tickets look the same, which means that the process for finding a fix always looks different as well. That, mixed with a combination of vague errors & a broken dashboard can make any admin who believes he/she to be well-versed in technical domain support of any kind to feel less than adequate.

So when you’re faced with an error you’ve never seen before and aren’t sure where to turn, use the following checklist:

  1. Make sure the user’s IP isn’t blocked in CSF.
  2. Rule out the probability of a DNS resolution, Browser cache, or Network Cache Issue.
  3. Use the Error Log to eliminate the possibility of a theme and/or plugin confliction.
  4. Fix Permissions on the cPanel account.
  5. Check .htaccess files & Apache error log.

^In almost all cases, the fix can be found by starting with one of the above. If, however, you’ve made it through the list and you’re still unsure, you can always escalate the ticket to Reclaim’s support team with the following information:

  • Contact information for the user in question
    • first + last name, email address, domain name, user’s IP address
  • Screenshot of the error
  • What the user did to receive the error
  • When the issue first occurred
  • The steps you took to provide a fix

About Lauren Brumfield

Lauren has been the Operations Manager at Reclaim Hosting for the last two years. She graduated from the University of Mary Washington with a BA in English with a concentration in Creative Writing.
View all posts by Lauren Brumfield →

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