The perfect support ticketKami Richey | Support Manager, Fastly

Five steps

Let’s talk about why

Common sense

Five answers

Time to resolution

Five steps

Tell us who you are

Tell us the issue

Be specific

Steps to reproduce it

How did you discover this?

Ticket 1

Subj: Having issues with site…Body: Please take a look

What site is having issues?

news.example.com

What errors are you seeing? I don’t see anything in our debugging tools

We had a huge spike of errors in our reporting tool

What is the error message you see?

503s for our news site

Can you send some affected URLs for us to test?

Ticket 2

Subj: Having caching issuesBody: We’re having issues with content not caching on our site: cdn-staging.example.com

Here’s the headers we currently see: linkHere’s what we expected to see: link

To reproduce this, compare headers from staging.example.com to cdn-staging.example.com

You need to update the cache settings for your service. Here’s

the steps to set this up:

1. Tell us who you are.2. Tell us the issue or question.3. Be specific.4. Steps to reproduce it.5. How did you discover it?

The perfect support ticket

• support@fastly.com• IRC freenode #fastly• community.fastly.com• docs.fastly.com

Questions?