How to correctly write a request to technical support

Hi all! To solve most VKontakte problems, there is technical support. By contacting it, you can get an answer to any question related to the social network and the available functionality. However, you need to understand that answers will not come immediately, because thousands of users ask for help every day, and there will be a maximum of 50-100 employees. So, let's figure out how to write to VK technical support from a computer or mobile phone and where you can find answers to common questions.

Content

• 1 How to correctly write a request to technical support.
• 2 We collect data to write a request. 2.1 Problem: my sites do not open.
• 2.2 Problem: Does not allow login and password into ISPmanager, BILLmanager, phpMyAdmin, FTP, MySQL, Mail client, SSH or other place.
• 2.3 Problem: The software does not start.
• 2.4 Problem: Sending and receiving mail.
• 2.5 Problem: Network problems.
• 2.6 Problem Viruses on the site.
• 2.7 Problem: Domain registration or other problems related to the registrar.
• 2.8 Problem: Backups.
• 2.9 Problem: Installing additional software on the server.

Here are some tips on how to write to technical support so that you are most likely to receive an answer as quickly as possible.

Firstly

, try to express your problem concisely, just enough so that you can understand the essence, no need to write thoughts on the page. The main thing is not to overdo it with brevity.

Secondly

, if you have several questions that are not related to each other, create your own ticket for each.

Third

, you must clearly understand what you will write about. If you are concerned about a problem, then collect as much information as possible about it.

How to write to Instagram support

The only way to contact Instagram support is to send an email with a detailed description of the problem that has arisen.

From phone

To contact technical support, follow the following algorithm:

• open your profile and go to the “Settings” section, which is located at the bottom of the interface;
• find the “Help” item and click on it;
• select the “Report a problem” function;
• A small window will automatically open with a list of problems ( spam or violations, something not working, general feedback, problem with image or video quality );
• click on one of them and briefly describe what happened in a special form (try to limit yourself to 3-4 succinct sentences);
• click the “Submit” button.

From computer

You can send a request without logging into your main account:

• First, log in to the page via the web version;
• go to the help section of the social network;
• a page will open with a special form in which you need to briefly outline the essence of the problem and indicate your email address (just in case, leave a link to your main profile);
• click “Submit”.

Before sending a letter, take the time to study the information in the help center. Here you will find answers to the most common questions related to the social network: how to restore access to your account, what to do if your account is banned, how to fix standard technical problems yourself, and so on.

Via Facebook

• open Facebook and go to Messenger;
• Enter “Facebookadsupport” in the search bar;
• write any question and follow the link that will come in the response message;
• scroll the page to this point and click “Get started”;
• return to the same chat to start a conversation with the active manager.

Use this method only as a last resort. Despite the fact that Facebook is the owner of Instagram, FB support is not responsible for problems that arise within the framework of another project.

Problem: my sites won't open.

What information should you collect before writing to technical support:

• How long ago did the sites stop opening?
• Did you do anything with the site before the problem occurred?
• Are there any problems with your Internet connection? Ask a friend to try your site and see if they have the problem.
• Is this the first time this problem has occurred or has this happened before? How was the problem resolved last time? How long have the sites been down?
• What browser do you have, its version? Maybe you recently changed your browser? How do sites work from another browser?
• What error occurs when opening the site? Does the browser say “Request timed out?” Or maybe there is a server error code, such as a 502 error?
• Perhaps you have already contacted technical support regarding the same issue before? What did they answer?
• Is the ISPmanager panel or the server on which the sites are located accessible from you?

How long does it take for Instagram support to respond?

There is no need to send a million similar messages if support managers do not answer you within an hour. It is enough to contact the administration only once.

On average, feedback from social network support comes within 72 hours . The message processing time directly depends on the workload of workers and the number of requests. Remember that you are not the only person in trouble. Sometimes Instagram employees have to review over a thousand applications per day. Be prepared for the fact that the answer will come only after 2 days.

Problem: Network problems.

• What is the IP of the computer from which you are experiencing the problem?
• To analyze the problem, you need to use the mtr utility to generate a detailed report, subject to two conditions:

— at least 1000 packets must be sent.
— the multitrace must be done in both directions, that is, to the problematic server and from it in the opposite direction. mtr installation methods:

SuSE: via Yast Debian/Ubuntu: apt-get install mtr-tiny Gentoo: emerge -av mtr FreeBSD: pkg install mtr-nox11 winmtr (Windows): https://winmtr.sourceforge.net/

The following syntax is good for diagnostics; at the end, a report will be displayed:

mtr -s 1500 -r -c 1000 -i 0.1 www.ya.ru

the test usually takes about 3-4 minutes.

Three main rules for making a request:

State the essence of the problem

Try to describe your problem to the point, without lengthy introductions and fluff, but with all the necessary data. Start from specifics and facts - be sure to indicate what service you are talking about and how the problem is reproduced.

For comparison, let's take two requests about the same problem:

Request #1:

“Hello, hosting support, where I host my sites. I haven’t visited my website for quite some time, and this morning, when I turned on my computer, I was surprised to find that it wouldn’t load. Suspicions arose that there was some kind of problem on the server, which is why the site stopped loading, I couldn’t log into the server, it seemed like the password didn’t work. Please help as soon as possible!”

Request #2:

"Hello! 1. The website domen.ru does not load on server 123.45.67.89 and an error 500 Server Error occurs (screenshot). 2. It was not possible to log into the server, I connected like this: ssh [email protected] -p22 with the password RiDFuk3E"

From the examples it is clearly seen that according to Request No. 2, you can immediately begin diagnosing the operation of server 123.45.67.89 in order to establish the causes of error 500 on the site domen.ru. For Request No. 1, you first need to find out: what server we are talking about, what site is not working, how the error occurs, what password cannot be used to connect. Thus, finding out the information will require the client’s participation and will take some time, which means that technical support will begin solving the problem much later than in the case of Request 2.

Create separate tickets for different questions

If you have several questions on different topics, it is better to create a separate ticket for each question. This will speed up the process as different departments may be involved in solving different issues. Individual tickets will immediately go to the right specialists - otherwise, one request, which contains several topics, will move from department to department in turn.

BUT: Under no circumstances create multiple requests for the same problem. Firstly, this will increase the request processing time, and secondly, a situation may arise when two specialists begin to solve the problem at once - their simultaneous attempts to fix the server can lead to fatal consequences.

Check if there is a ready answer to your question

If you have an informational or consulting question, check to see if there is an answer to it on our website. You can look into the Knowledge Base or use the search. In addition, such questions can be addressed in an online chat - they will answer quickly and you will not need to log into your personal account to create a ticket.

But if the problem is significant or ambiguous and is directly related to the operation of the service, be sure to write to technical support and describe the problem in as much detail as possible. We will describe how to do this below.

2.4. Work logs

2.4.1. Enabling detailed logging

To diagnose problems, there are options in the Globax settings that include a detailed log of Globax operation and data reception from DVB. If a problem occurs, be sure to enable these options before sending logs to technical support.

2.4.2. Clearing the log

Often, during long-term operation, the log size can be very large. Before enabling such a log in the settings, delete the log files so as not to send unnecessary data.

2.4.3. What exactly to send

Attach the following files from the globax folder to the letter:

• client.log
• route.log
• dvb.log
• StreamReader.log

If you work without a satellite, or use software from the DVB card manufacturer to receive data, the last 2 files may be missing. To save traffic, files can be added to the archive before sending.

What issues can you solve yourself?

Sometimes it is faster to find a solution to a problem yourself. The average response time for a support administrator is 24 hours. Now imagine how long you will have to wait for load assistance. The wait may take up to 120 hours.

According to statistics, 80% of requests are: spam, simple questions, incorrect handling of VKontakte, etc. The remaining 20%: user complaints, account restoration, change of last name and first name.

Problems that can be solved without contacting technical support:

• Access to the page (hacking, deleting an account without access, changing login/password, etc.);
• Privacy (deleting an account, setting up applications, how to hide friends, etc.);
• General questions (blackmail, complaints about a page, linking a number to two pages, etc.);
• Page (how to change the font, create a survey, write a message, bookmarks, location of notes, etc.);
• Friends and subscribers (how to find a friend, find a person by id, add/remove from a user’s bookmarks, etc.);
• Photos (deleting photos, uploading photos to an album, saved photos, etc.);
• Videos (how to delete/download videos, add videos from YouTube, acceptable video formats, etc.);
• Music (how to subscribe, delete audio, musician card, podcasts, etc.);
• Messages (message recovery, how to write a message, message limit, etc.);
• Communities (how to create a group/public page, menu in a group, attracting new members, etc.);
• News (creating stories, stickers on photos, “Stories” section, etc.);
• Change of name (how to change first/last name, remove limit, indicate maiden name, etc.);
• Live broadcasts (turn off notifications, start a live broadcast on VKontakte);
• Votes, payments and gifts (cancelling a music subscription, what are gifts for, how to buy votes, etc.);
• Games (achievements in games, disabling notifications, removing notifications from games, etc.);
• Community applications (widget/application visibility settings, application control from a mobile device, etc.)

More detailed information can be found in the “Help” tab. For this:

1. Go to the official VKontakte application;
2. Log in to your account;
3. In the right corner, click on the icon of your photo;
4. A list appears. You need to select "Help".

Also, the “List of Questions” section will make your search easier, since the most popular queries are collected there.

Good to know: How to make a dark theme on Instagram 2021 on Android, iPhone and Chrome.

Solving mathematics using photos online - TOP 6 free applications for Android, see our review.

How to clean Airpods headphones from earwax, dust and other contaminants:

What improvements are free?

The InSales platform tariffs include a different number of free template modifications.

Rework is any intervention in the online store template, as well as other work with the template code performed by technical support specialists.

The modification included in the tariff is free if it takes less than 15 minutes of a specialist’s time. Modifications of more than 15 minutes are paid for all tariffs. The time required to complete the modification is determined by InSales technical support specialists.

The counter of completed modifications is reset to zero at the end of the calendar month.

If the tariff does not provide for free modifications, or the limit in the current calendar month has already been exhausted, they can be performed on a paid basis. The cost of each minor modification above the limit is 500 rubles.

Not allowed:

— break down revisions that take more than 15 minutes into small modifications of up to 15 minutes.

- use unused improvements in the next month or vice versa, use improvements from the next month in the current month with a promise not to use them in the next month.

— carry out improvements to account for improvements in other accounts.

InSales Technical Support Department hopes for your understanding. We want to provide quality service, and we understand that there is no limit to perfection, and therefore users constantly want to change something on their site. We would really like to be able to do more free improvements for you, but during the time spent on modifications, a specialist may miss requests with more important questions from you and from other users.

Information on paid improvements can be found in this documentation article.