[Guide] How to post good support questions

[Deleted member 29780]

Hello Everyone,

I learned this while taking a course and have adored it ever since. Is how to ask a good question, some of are you must be thinking "Is this guy bored?" Well nope, I'm not. I believe this can help you and the answerer figure out the question as easy and fast as possible. This can also help you figure out the question yourself!

Good Question Formula:

If you look around you can find a lot of questions like; I keep getting this error, how do I fix? This is a bad question. Because it's not giving anyone enough information about your question. Below is how you ask a good question:

Thread Title: (Be as descriptive as possible while keeping it short as possible)
Explain the problem. Try to keep it brief
Observed: explain what is observed what you are seeing. (Always Provide Images)
Desired: explain what you expect or desire.
Steps to reproduce: What did you do to get to this problem.
Good Information: The version of browser or add-ons used.
Steps tried: (try least 3 things before posting)


Example:

Thread Title: My ball won't bounce on a rug
Explain the problem: I tried dropping the ball on the rug and it won't bounce, I've tried throwing it but just rolls.
Observed: Ball rolls on when it touches the soft surface. (Provides imaginary pictures)
Desired: I want the ball to bounce in the air when it hits the rug.
Good Information: Ball is made out of bean bags.
Steps tried:
I tried throwing it
I tried hopping beside it
I tried getting my friend to hop with me
(LOL I know worst example ever):whistle: I do apologise if posted in the wrong section

 

[VirusZero]

Just to tack on a few extra relevant bits of info...

- At least try to look for a solution.
Very often sites/software have info posted about how to use/configure their product. Take a moment to read over them before asking a question. Many common questions are answered already. This saves both you and helpers time. (You get the answer quicker without having to wait for someone to reply. Plus they don't have to take the time to direct you to the relevant info.)

- Keep on topic.
Don't ramble on about something that isn't directly related. While it might make sense to you or seem important... to people trying to give help it becomes a source of confusion (they may be asking what it has to do with the problem). Additionally that makes it a bit more difficult for those helping to quickly locate the info they needed to provide assistance.

- Keep your post short as possible.
Describe the problems fully and clearly so people know what's going on... But don't overload on info. For example, if a theme isn't rendering properly for you... don't copy the whole CSS into the post. That's just too much. Links to screenshots and the site itself will generally be sufficient.

- Be patient.
Busy/large sites may mean it can be a while before you get help. Or it could simply be that no one online at the moment has the knowledge necessary to help. So don't get angry or upset that there have been like 10 views on your topic and no replies. If anything replying to your topic with anger or annoyance is only likely to get you ignored, warned about misbehaviour or your topic closed.

- Don't ask/assume that people helping will do things for you.
Those providing help do so to show others how to fix their problems... not to do everything for them. (Doing it for them creates a dependence, meaning later when something else comes up they need help again.)

- Don't send a personal message unless asked to.
Most communities that provide support in some way want things posted on site for a few reasons. Namely that it allows multiple people to provide help (maybe a non-staff knows the answer and can help? If so they might be able to provide help quicker than waiting for staff). Additionally it leaves evidence showing what was done for others later if they have similar problems.
Though if you have to deal with sensitive data (like username and passwords) then definitely ask in a thread to send them a PM with the relevant details.