The document provides guidelines on submitting effective support tickets to Fastly, emphasizing five key steps: identify yourself, state the issue, detail specific reproduction steps, and explain how the issue was discovered. It includes examples of support tickets regarding site errors and caching issues to illustrate these steps. The goal is to ensure clear communication to expedite resolution times.

1. The perfect support ticket
Kami Richey | Support Manager, Fastly

2. Five steps

3. Let’s talk
about why

4. Common
sense

5. Five answers

6. Time to
resolution

7. Five steps

8. Tell us who
you are

9. Tell us
the issue

10. Be specific

11. Steps to
reproduce it

12. How did you
discover this?

13. Ticket 1

14. 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

15. 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?

16. Ticket 2

17. Subj: Having caching issues
Body: We’re having issues with content not caching on
our site: cdn-staging.example.com
Here’s the headers we currently see: link
Here’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:

18. 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

19. • support@fastly.com
• IRC freenode #fastly
• community.fastly.com
• docs.fastly.com
Questions?