How to get your tickets answered

Intro

We've witnessed 2 real cringefests surrounding my persona recently and I know I'm not the only one who gets customers like this. .. so for purely educational reasons I've decided to write down few tips on "How to get your tickets answered"

The guidelines aren't meant to restrict what you should and what you shouldn't do - it's just a list of tips that will definitely improve customer to developer relations.

Tips

1. One ticket for one script

You should always post only 1 ticket per script - posting different issues for same script in different tickets will only increase the time you have to wait to get them answered - keep them tidy.

2. 'Shameless bump'

You don't have to bump your tickets - they don't show up like forum posts and they do not drop at the bottom of the list if there aren't any new posts.

Just post your ticket and wait patiently.

3. Think before you post

Do you know what happens when you send 5 small messages instead of one, big? - We get 5 notifications instead of one.. so think what you want to say and then put it into one, big message.

4. Always post errors

In 99.9% of cases, if something stops working - it's due to an error in code, so always remember to provide the error.

Also remember that serverside errors *DO NOT appear in clientside console (the one you open with ~), so check your admin cpanel.

5. Do not instantly assume it's developers fault

This issue occurs very often - people instantly assume that because they are getting errors, it's instantly developers fault - whereas in most cases it's a typo in config made by customer himself or a faulty installation (don't use filezilla)

6. Treat developers the same way you want to be treated

Never, ever, play the 'I paid, so do what I say' card - it can only end badly.

Developers aren't required to provide support, especially to rude customers.

**7. Have a suggestion? **

If you have a suggestion regarding script - do not ask for it in a demanding tone, as according to license "Scripts are sold AS IS" - which in short means any updates, expansions etc. are optional and up to developers decision.

8. Tell us what to do to recreate error/bug

Be descriptive, do not post tickets that have only "It's broken" in them.

Plus, the shorter your post is but more detailed, the faster you'll get a solution.

9. Review developers accordingly

If developer answered your ticket in a satisfying time, providing a satisfying solution - remember to review his script as that's one of very few rewards he gets for helping you out.

10. Atleast try speaking understandable english

I know some of you didn't really want to learn english because you thought to yourself "Oh, I live in [enter your country], I definitely won't have to learn it anytime soon" - but atleast try or get someone who'll translate your native language.

#Outro

That's it!

If you follow these tips the next time you post your ticket, you might get the answer faster and the developer will definitely be happier to see a tidy, detailed yet simple ticket.

/thread /sticky

Nice. These are simple simple for successful communication :)

Nice Effective guide, Thanks Neth

Another HUGE one, at least one I use almost on a daily basis:

Always have a COMPLETE copy of your script (.zip) available for download (as-is when the error started). If you have TCAdmin on your server, provide a temp login so that I can go in and actually look at the issue instead of playing cat and mouse.

I don't know if other developers do it, but I always ask for tcadmin access (if they have it, or some way to access the file structure and restart the server).

Other than that, good post.

I like my way of getting answers.

can someone translate this thread to French so I can send Frenchies the link, thanks

I'll 5 star review your post dw

Apprenez l'anglais avant d'acheter des addons, et arrêtez d'être des putains de cons. Une fois que t'as appris l'anglais, lis ce putain de tuto.

There you go

By[ExtReM] Lapinat 18th of June 2016 23:09:49

Apprenez l'anglais avant d'acheter des addons, et arrêtez d'être des putains de cons.Une fois que t'as appris l'anglais, lis ce putain de tuto.There you go

Thanks baguette lapin

step 1. don't be a fucking idiot.

People posting stupid tickets be like... JOIN MY SERVER

Byjmd7231at 5th of July 2016 18:20:08

People posting stupid tickets be like...JOIN MY SERVER

If you create this super unique addon idea I'll give you admin!

ByNookyavaat 5th of July 2016 18:37:45

If you create this super unique addon idea I'll give you admin!

mak me nookyAC

A few great points here. Especially the one with errors, logs and steps to recreate. This has to be the most important factor to get a speedy response. If i can't understand the issue from the ticket i won't be able to fix it.

I actually very much prefer multiple tickets per script, a seperate one for each issue. It can be challenging to decipher which statement belongs to which issue and i can close tickets individually (e.g. one issue is fixed but the other is not). Also very much appreciate bumps, the ticket list is pretty much unordered and extremely confusing once you have accumulated a few tickets. Tickets can get buried in the list of tickets where i am awaiting a reply.

Seem creators handle this differently, wouldn't treat this as a definite guide.

The biggest thing i hate to hear is when people are outright rude to the people they are asking help for... like do they think devs have no life? Sorry to all the devs out there who got those people :(

ByRichardat 17th of June 2016 21:01:25

Another HUGE one, at least one I use almost on a daily basis:Always have a COMPLETE copy of your script (.zip) available for download (as-is when the error started). If you have TCAdmin on your server, provide a temp login so that I can go in and actually look at the issue instead of playing cat and mouse.I don't know if other developers do it, but I always ask for tcadmin access (if they have it, or some way to access the file structure and restart the server).Other than that, good post.

I've started doing this more and more lately, it's just so much easier if they give us access to debug it properly instead of having to explain how to debug everything to them directly

"10. Atleast try speaking understandable english", I would probably move that to the top of the list. From my experience.

otherwise you'll be posted in the annoying ticket megathread :^)

how instal hud

Edited how install hud

Also, redownloading the addon would not hurt, if the server was down when you downloaded it the first time, the webhook will output html code which will cause a lua error.

When we tell you do do something, DO WHAT WE FOKIN SAY.

If we ask for full logs, send full logs. If we ask you to redownload the last version, do it. If we tell you you don't have the last version installed (using tracking code/drm), we're most of the time right.

If you don't do what i tell you to do, then it means you're better than me, so you don't need my help.

Threatening to open a paypal dispute is dumb and you're the only one that will lose your money and the addon license.