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Best Practices
The Forj team is always happy to address any concerns or issues you’re experiencing. To help us best serve you and begin troubleshooting with as much information as possible, here are some best practices to getting more efficient resolution to issues that you’re experiencing on your site.
Before reaching out, ensure the following:
- Your Browser or Mobile device is up-to-date
- You have cleared your browser cache
Take Screenshots
Whether you’re reporting an error message or inquiry, providing screenshots of the concern at hand is very helpful. Screenshots are most helpful when you include:
- URL in Address Bar
- Entire screen is shown
- Arrows/Highlights
Take Screencasts
Walking through your concern click-by-click in a screencast is a very helpful way to ensure that we understand your concern fully. Google Chrome offers an extension called Screencastify that is free and connects directly to your Google account. You can include your screencast via a hyperlink in the support ticket.
Attach Files
When submitting an issue, provide documentation of your inquiry. This is especially helpful when you have questions about a specific report or user uploads.
Include Hyperlinks
Whether you’re reporting an issue with a specific user, group, community, or product area, providing URLs will help ensure that we’re able to address your concern immediately upon receiving your Support request.
Provide Specific Information
Let the team know any piece of specific information that you know. Some examples may include:
- What is the username, name, and email address of the user experiencing the issue?
- What area of the product isn't functioning as expected?
- How did you come across this issue?
- Is this only happening at a specific time?
- Browser and version number
- Your device and Operating System
- Mobile vs Desktop
- iOS vs Android
- Context of your Concern
- Who is affected? Is it one or more users?
Steps to Reproduce
If applicable, let us know how you came across this issue and how we can reproduce it; this will help us provide enough information for our developers to quickly address your concern if developer intervention is necessary.
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