As a Delivra client, what information should I include in my request to Support?

Many of our clients ask what they should include in their requests when they have a question for Support. Listed below is the ideal information we would prefer to be included in your request:

List name - This is located in the top right hand corner of our website. You will see 'List' and then your list name.

Content name - If this is a question regarding a piece of your content, please provide the exact name of the content. If it's located in a folder, please also provide the name of the folder where it's located

Screenshots - If at all possible, always include screen shots of the issue you may be experiencing. The easiest way to do this is to use the print screen key located on your keyboard, pull up Microsoft Word, and paste it into the Word document and attach it to your request.

NOTE: If you are using dual monitors, hold down the alt key when pressing the print screen key to get a screen shot that shows what is occurring on just the one monitor.

Detail - Please be extremely detailed on exactly what is taking place when writing your request.

Video - If this is something not easily described, we recommend using a free video program called Jing. It's located at the following site: http://www.techsmith.com/jing/

This allows you to record your screen and the exact steps you're taking, you can then upload it and provide us the link to view the video. The program does require a download to your desktop in order to utilize it. If you need help using it, they have great tutorials on their website. I recommend checking out http://www.techsmith.com/learn/jing/.

Providing this information in your initial request not only gives us a better path to begin researching the issue but it also allows us to provide a prompt resolution from the Support team.