What to do when you're stuck

Working on a difficult support ticket can be frustrating. This poor User got stuck and turned to me for help, but I have no idea what to do! But do not despair. You wouldn't be on the POWr Support Team if you didn't have kickass troubleshooting skills. Follow this guide and you will be able to solve even the trickiest of all issues.

Always try to reproduce the issue first.

Open the user's app to see if you see the same behavior
If the issue is on a page, go to the user's site. Your browser's Developer Tools will be your best friend.
If the problem happens within a specific platform, log in to your test site and see if you can reproduce the issue there.
You may need to ask the user for more details to help you reproduce the issue. Here are some common questions to ask:
- Is the issue occurring on desktop or mobile?
- What operating system (macOS or Windows) and browser are you using (Chrome, Safari, Firefox, etc.)
- If payment related, is the payment issue happening with CC or PayPal payment?
If you can reproduce the issue, write down the steps you took to recreate the issue so an engineer can take the same steps.
If you have recreated the issue on a users app, try recreating on an app of your own. If the issue is occurring on all apps, this is a higher priority! Make sure to mention whether the issue is isolated to the user or if it applies to all apps in your note to engineering.

If testing is not an option (for example, because we don't have a test account for the platform or service where the issue is occurring), we have a few helpful resources that might help:

Where to look for answers:

1. Search the Help Center. Use the Knowledge Capture feature in the ticket view to search for related articles.

2. Search Zendesk for tickets about the same issue. See if the solution there helped and might also be applicable to the issue you are currently dealing with. Search for keywords being used in the ticket and click the Updated column on the search results page to see if other related tickets have come in recently.

3. Installation tutorials! Great for understanding how we integrate on the many different platforms and can help you in trying to recreate the issue is related to installing.

4. Google! If the issue seems related to the platform or the service (i.e. PayPal or Mailchimp), someone on the internet has probably had the same error come up before. Places to search: Google, support centers or forums. You can even contact another company's support team.

Still stuck?

Ask in the Support Slack channel, or ask the person most likely to know the answer. Make sure to share what steps you have taken to try to resolve the issue.

If you are absolutely certain that you are dealing with a POWr bug (not something completely unrelated to us), assign the ticket to Engineering and include steps to reproduce the issue.