Title: Information to include in a Support ticket
Author: WordPress VIP Documentation
Published: September 24, 2024
Last modified: April 23, 2025

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 1. [VIP Support](https://docs.wpvip.com/vip-support/)
 2. Information to include in a Support ticket

#  Information to include in a Support ticket

To troubleshoot and investigate a Support ticket in an efficient and effective manner,
[the WPVIP Support team](https://docs.wpvip.com/vip-support/) needs to fully understand
the scope, nature, and context of a request. If the initial request in a ticket 
does not provide sufficient information, the amount of time required to communicate
and resolve the issue will increase.

When creating a Support ticket, provide as many of the details listed below as possible
that are relevant to the issue.

## Essential information

The WPVIP Support team requires most if not all of the information listed below 
to proceed with an investigation:

 * **The domain name(s**) that correspond to the WPVIP Platform environment affected.
 * **Exact URLs that are affected.** These could be front-end URLs, WordPress admin
   URLs, or both.
 * **Steps to replicate the issue.** This is very important so that Support can 
   start analyzing the problem right away.
 * **Description of issue** + supporting screenshots, error messages, and support
   details if applicable.
 * Describe the expected behavior.
 * Describe how the actual behavior differs from the expectation in as much detail
   as possible.
 * What time (in UTC) did the issue(s) occur?
 * What is the overall impact of the issue, and/or the number of users that are 
   affected?

## Information for debugging issues

If assistance is requested for debugging an issue, the Support team will need most
if not all of the following information:

 * Outline the steps that have been taken to investigate this issue so far.
 * Describe any observations or theories that have been determined from reviewing:
    - [New ](https://wpvip.com/documentation/vip-go/new-relic-on-vip-go/)[Relic](https://docs.wpvip.com/tools-for-site-management/new-relic/)
    - [Query Monitor](https://docs.wpvip.com/performance/query-monitor/)
    - A browser’s developer tools, including browser errors and response headers
 * Report if the site [down for everyone](https://downforeveryoneorjustme.com), 
   or just one person.
 * Investigate if advertisements or other third-party content can be identified 
   as a possible source of the problem and report all findings.
 * Have the developers on the team attempt to replicate the issue on a non-production
   environment and report on the results.
 * If the issue is related to Google Search Console and Crawl Stats, attach a full
   screenshot of all panels in [the site’s Crawl Stats report.](https://support.google.com/webmasters/answer/9679690?hl=en)

## Additional information

Depending on the type of issue, providing some of the following information in a
Support ticket can also be helpful for the WPVIP team to quickly and effectively
provide assistance:

 * On which network are the affected users? (e.g. office, home, mobile)
 * On which browser(s) is the issue appearing?
 * If one user is affected, what is [the user’s source IP](https://wordpress.com/whatismyip?more)?
 * If only a few users (less than 5) are affected, what are the WordPress usernames
   of the affected users?
 * Have there been recent deployments?
 * Have there been network changes on the customer side? (e.g. DNS if applicable
   or internal network changes)
 * Provide a [traceroute and HTTP headers](https://en.support.wordpress.com/browser-issues/advanced-browser-troubleshooting/).
 * Provide a [HAR file](https://support.zendesk.com/hc/en-us/articles/204410413-Generating-a-HAR-file-for-troubleshooting)
   for failing or problematic requests.
 * Provide a screen share or videos demonstrating the issue.

 * If a site has a reverse proxy such as Akamai, can the issue be reproduced when
   requests bypass the reverse proxy and are sent directly to the Automattic Anycast
   IP address by [editing the local hosts file](https://docs.wpvip.com/domains-tls/managing-your-hosts-file/)?
 * If a decoupled architecture is used, has it been determined that the front-end
   application is not causing the issue?
 * Have there been any caching changes? (e.g. modifications to cache-control headers)

Last updated: April 23, 2025