Whenever we run into a problem we all want quick answers! To help TOSD provide you with the answers you need in a timely manner follow these tips:
- Check this knowledgebase first. The answer may be already here.
- If it is a query relating to setting up an email account see these video clips.
- If it is a query relating to formatting content with a browser based editor see these articles.
- If the request relates to a particular page of your web site include the exact URL to that page so there is no confusion. e.g. http://www.mywebsite.com.au/information.php
- If it is a problem/issue that is clearly visible on your screen, but perhaps not on others (there can be many variations depending on the operating system and browser used - don't assume that everyone else is seeing the page in exactly the same way as you are) attach a screenshot of the section of your screen that demonstrates the issue. SnapaShot can be downloaded and used for this - see related articles.
- When describing an issue take the time to provide a clear description not only of the problem itself, but most importantly the conditions under which it occurs. If TOSD does not have enough information to reproduce the problem it is unlikely to be able to offer a solution.
- Similarly, if it is a situation where you are trying to achieve a particular effect, or format content in a particular way, take the time to clearly describe or illustrate what you are trying to achieve.
