Support FAQ
What can I upload?
When providing additional information in the form of an attachment, we have found that a picture can be worth a thousand words. We encourage you to provide
- documents
- one or more screenshots, and feel free to make notes on the screenshots themselves, or
- if there is a series of steps that need to be followed, you can use https://www.loom.com to create a video that you submit with your support request.
How to write a good request description
We encourage you to write feature and improvement requests and bug reports in the form of user stories, wherever possible.
A user story describes what you want from the perspective of a certain kind of user. User types include customers, content contributors, and system administrators. When writing your story, you indicate what that user wants to achieve and why.
Please find an example of a user story below:
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- As an XXX
- Here we need to determine who are we building this for. Is it for any user, for content editors only, or for administrators?
- I want to YYY
- This is where intent comes into play. What does the user want to achieve?
- So I Can ZZZ
- Finally we need to describe the goal. What is the problem we are trying to solve, or what is the improvement we want to make?
Acceptance criteria
- The following items must be addressed to mark the task done.
- XXX (user)
- YYY (intent)
- ZZZ (goal)
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Structuring a request in this form helps us to better understand the requirements. It may also help you consider all aspects of the functionality. In the end it will put everyone on the same page.
