How customers should request support and what information to include.
Customers should open support tickets from inside the Customer Portal.
Useful information to include:
- Product name.
- Plugin version.
- Website URL.
- License key or last few characters of the key, if relevant.
- Exact error message.
- Steps to reproduce the problem.
- Screenshot where useful.
Using the Customer Portal helps support staff connect the request to the customer's account, licenses, downloads and activated sites.