Help Me Help You: The Art and Science of Getting Good WordPress Support
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Visual Editor stopped working? Plugin update gone awry? Getting useful help when you’re stuck on a WordPress problem is not always as straightforward as it seems. This session will be packed with tips on how to ask for assistance in the WordPress support forums and other arenas – in a way that will let others help you more easily and effectively. We’ll also cover some handy techniques for basic troubleshooting on your own – before contacting tech support.
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Help Me Help You: The Art and Science of Getting Good WordPress Support
- 2. KATHRYN PRESNER Theme Whisperer Automattic Theme Team
- 3. THE GOOD THE BAD and the
- 4. THE GOOD 1 2 3 4 5 Clear goal Clear problem Relevant code Gives link Polite & grateful
- 5. THE BAD 2 3 4 5 No link Steps already taken? “Unable to follow directions” Browser? 1 Vague
- 6. DOs Some things to keep in mind when asking for support
- 7. DO A SEARCH Try helping yourself before asking for help
- 8. DO A SEARCH Search for your issue in natural language
- 9. WORDPRESS.ORG FORUM SUPPORT AVENUES http://wordpress.org/support/ • Self-hosted • Database & FTP access • Upload any theme or plugin • Manage own hosting & security • Forum volunteers • Other community support, i.e. local meetup groups • Commercial support – themes/ plugins • One-on-one paid support .COM VS .ORG WordPress.org support forum
- 10. WORDPRESS.COM FORUM SUPPORT AVENUES http://en.forums.wordpress.com • Hosted platform, managed updates & security • Free URL yourgroovysite.wordpress.com • Paid upgrades – custom domain, plans, etc. • No FTP/database access • No theme or plugin uploads • Forum volunteers • Forum staff • Email support • Live chat support .COM VS .ORG WordPress.com support forum
- 12. READ DOCS WordPress.org Plugin FAQ
- 13. READ DOCS WordPress.com support documentation
- 14. READ DOCS WordPress.com theme showcase
- 15. GET SPECIFIC WordPress.org forum for localhost installs
- 16. GET SPECIFIC Plugin forum for WordPress SEO by Yoast
- 17. GET SPECIFIC StudioPress premium theme support forum
- 18. GET SPECIFIC Premium theme support forum – WordPress.com
- 19. GIVE DETAILS VERSION self-hosted only OS/DEVICE Safari? Internet Explorer 8, 9, 10, 11? Firefox? Chrome? Opera? Amazon Kindle? AOL Explorer? Netscape Navigator (OMG RLY?) iPhone? Android? iPad? Mac? PC? iPod? Laptop? Desktop? Yosemite? Mavericks? Mountain Lion? Windows 8/7/Vista/XP? WordPress X.X? Plugin version? Theme version? BROWSER http://supportdetails.com
- 20. LET US KNOW 2 3 4 5 Things you’ve already tried If you have a theory Level of tech skill Link to the site 1 6 Unusual setup 7 Exact steps to replicate Screenshots
- 21. KEEP IN MIND 2 3 Volunteers donate their time They are people like you, be courteous Make it easy for them to help 1 137 pages X 30 threads 4 WordPress, themes & plugins are free
- 22. DON’Ts What to avoid when asking for support
- 23. DON’T 2 3 4 5 Be demanding Act entitled Ask for someone by name Be too brief Use a non-descriptive subject 1 nay ! yay ☺
- 24. TROUBLESHOOTING Things to try when things go ‘splody
- 25. YOUR SETUP 2 3 4 5 Different browser Clear browser cache Browser with extensions off Another machine Different location/network/ISP 1 6 Bypass router 7 Traceroute/console http:// en.support.wordpress.com/ browser-issues/advanced- browser-troubleshooting/
- 26. DID YOU 2 3 4 5 Update a plugin? Update your theme? Update WordPress? Edit a theme file? (beware functions.php) Add a widget? 1 6 Hack core? (cue ominous music)
- 27. TRY 2 3 4 Switch to default theme temporarily Turn off plugins, reactivate one at a time Revert to previous version of theme/plugin 1 Update theme/plugin
- 29. FIND ME kpresner.com @zoonini slideshare.net/zoonini SLIDES MORE The Art and Science of Getting Good WordPress Support • http://wp.me/pf2B5-4vs How to be a WordPress.com Detective • http://wp.me/pf2B5-62D How to Properly Ask for WordPress Support and Get It • http://www.wpbeginner.com/ beginners-guide/how-to-properly-ask-for-wordpress-support-and-get-it/ Meet a Forum Volunteer: Tess Warn • http://wp.me/pf2B5-3P6 How to Write a Great Support Request • https://codex.wordpress.org/ How_to_Write_a_Great_Support_Request