How to write a letter to support for a quick response

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.

3 We write a letter to hosting technical support.

4 Top common problems and their solutions.

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 Yandex Mail technical support

Based on my own experience, I can say that if you go to the Yandex Mail support section with the specific purpose of finding a feedback form, you will simply go crazy.

This link will lead you in circles and you won’t see the forms for communicating with support until you have gone through half the information in the section. In fact, the help section for this service contains all possible answers to the most common questions from users, and most likely the answer is contained in the section. You just need to not be lazy and search, plus you can use the convenient search.

After 20 minutes of furious running around the service with one question, how can I write a letter to Yandex Mail?! I still found it at the very bottom of one of the pages. Here's what it looks like:

There are fields to indicate your data:

name;
email addresses for feedback;
and a list of problems you may encounter.

Next, select from the list the problem that our contact with the feedback form is associated with.

Fill out the fields and send the parcel. As the Yandex Mail service itself says, their response time to a letter is about 3 hours, so the answer will not be long in coming.

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?

Contact support via the app

Mail.ru application, screenshots
Almost every resource from Mail.ru has its own mobile extension that helps with work and simplifies “surfing” the Internet. In addition, in the main menu you can find the “Technical Support” section, where users can share their opinions and get advice.

The application can be installed on smartphones with Android and iOS platforms.

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.

Help

To ensure that your application is processed as quickly as possible and you receive the most accurate answer to your problem, use our tips for writing a letter to our technical support service.

Write the essence of your problem as concisely and accurately as possible, avoid emotional presentation of your personal considerations, concentrate on the facts related to the problem itself.
In case of several problems that are not related to each other, create separate requests in technical support. support. This way we will respond faster than when communicating in one request.
Collect as much information as possible about the problem that has arisen, use the recommendations below.

What information should I provide regarding the problem that has arisen?

The site does not open

When was the last time you opened a website?
What actions with the site preceded the problem?
Can you open the site on another computer (in an Internet cafe, at a neighbor's, etc.)?
Has this problem occurred in the past and how was it resolved? When?
Can you open the site from another browser? What browsers did you try to open the site and with which of them did the problem occur?
What error code does the browser display when opening your site? Take a screenshot if possible.
Can you access the server with your website through ISPmanager?

It is impossible to log into the control panel with the specified username/password, etc.

What data do you provide: address, port, login/password?
What error exactly is being given? Take a screenshot if possible.
Can you log in with other credentials (username/password)?
Can you log in from another computer (Internet cafe, friends, etc.)?
What actions with the software preceded the problem (update, change of version, reinstallation, etc.)?
Problem starting the software.
What software can't you run?
What error exactly is being given?
How exactly do you run the software? Can you run this software via the console?
What is written in the log file of the software being launched?
Have you contacted the support service on the website of the manufacturer of this software? What information did you receive?

Email messaging problem.

Which mailbox is the problem with?
What email client are you using? Can you send mail from this mailbox via the web?
What email do you send letters to? Does the problem persist when sending/receiving to other emails?
What exactly error message are you getting?
Does the recipient receive an error message?

Network problems

What is the IP of the computer with the problem?
Install the mtr utility and send a report on its execution. Installation of mtr is performed: via Yast - for SuSE; https://winmtr.sourceforge.net/ - for Windows; with the commands apt-get install mtr-tiny - for Debian/Ubuntu; emerge -av mtr - for Gentoo; pkg install mtr-nox11 - for FreeBSD. Perform the test with the command mtr -s 1500 -r -c 1000 -i 0.1 www.your_domain.ru It is important to send at least 1000 packets in both directions.

Viruses have been detected on the site.

On which website was the virus found?
Have you used an antivirus and which one?
What information did the antivirus provide?

Problems related to domain name registration

What domain name is the problem with?
What actions are you taking?
What error exactly occurs?

Creating Backups

Why are you creating a backup?
Under what user is the backup created?
What exactly is the error happening?

Problem installing software on the server

What software are you installing?
How do you install the software? Which team?
Do you use any instructions to install the software?
What error exactly occurs?

How to compose a letter

If there are related incidents on our servers with your problem, you can view information about them here. Perhaps this will explain the cause of your problem.

If you nevertheless want to send an email with a request to the support team, then compose it, adhering to the following recommendations:

send a request through BILLmanager, to do this, go to the “Support” -> “Requests” section and click “Create” on the toolbar;
write about which service/project the problem arose;
In the subject line of the letter, briefly indicate the essence of the problem;
in the body of the letter, write in detail the essence of the problem, using the tips above;
adhere to a business style of presentation, format the text in meaningful paragraphs, try to make the text as clear and easy to read as possible (this will ensure a better understanding of your problem and a quicker solution).

Before sending a letter, read it yourself and have a third party read it, making sure that the problem is clearly and clearly described. If you send a request not through BILLmanager, but by e-mail, then most likely the support service will ask you to use BILLmanager, if possible.

Yandex Webmaster support service: how to call or write

Another popular service, Webmaster, is also not deprived of a feedback form, which is simply impossible to find without a certain supply of nerve cells.

In what cases may there be a need to write to Yandex technical support for help, the main reasons:

problems with site indexing;
changing the site mirror;
something with ranking;
regionalism suffers;
incorrect display of the site in the search results;
PS filters;
resource quality.

In order to get to it we do the following:

Go to the support page;
Select “Site Ranking”
Click on “My site’s position for queries has dropped”
We play the game of ignorance and choose all “I don’t know”, “I don’t understand”
We find what we are looking for

And here everything depends only on you: try to convey as clearly as possible all your feelings about your site:

Do not hide anything from technical support.
Describe the problem in as much detail as possible.
Ask for a decision and stand your ground to the last (of course, if you are sure that you are right).
Attach all kinds of screenshots that will help Yandex support solve your problem.
And only flood them with letters if you have really tried all the options. After all, they are also developing and provide answers to frequently asked questions from users. You might just have to look hard enough.

How to call Yandex support?

If you are not a fan of filling out the proposed forms and are used to providing information only verbally, there is also a solution.

You can simply call the Yandex Webmaster support service and tell the Platonovites everything as it is. That's all you think and want - to do this you need to call the toll-free number for clients from the regions.

As you can see, writing a letter to the Yandex support service (and even more so, calling it) is not so difficult. Or rather, it’s simple if you know what to indicate in feedback forms and where to look for them. We hope you will not have a need for this, but if you suddenly need it, you will be ready for it.

Filling out the feedback form

In this case, the user must fill out a specially designed feedback form.

To increase the likelihood of getting a meaningful answer, you need to describe the problem with detailed precision.

The first action will be to click on the “?” at the top of the screen, after which you need to find the “Report a problem” link in the drop-down menu.

We choose one of the possible options. For example, you may have a problem with the site or with other users of the site.

Each of the selected items will have its own feedback window.

The simplest case is “Something is not working.” Here you first need to identify in which section of the site the problem appeared.

The “What happened” field is intended for entering a question. Try to express your thoughts clearly. If you speak English, it is better to do this in it.

It would be a good idea to attach a screenshot showing the problem. The final action is to click on the “Submit” button.

You will see messages from technical support on a separate page. And if you want to discuss, there is a chat form for feedback.

No one can guarantee that they will receive an answer to solve their problem, even if the problem is described in great detail.

In what cases should you write to Yandex support service?

The most important reasons why you may want to write to support:

Let's look at several options from this list.

Problems with site indexing

If you notice that the site has become poorly indexed, then do not rush to immediately write to support. First of all, you should conduct at least a minimal technical audit: check the robots. txt, page loading speed, size of photos and videos posted on the site (since this is also weight and can slow down the loading speed of your resource). If the check does not show obvious shortcomings, you should write to support with prayers and requests for help to sort it out.

In the letter we indicate what we did and how we tried to figure out the problem ourselves, how and under what circumstances we noticed the incorrect operation of the resource.

We ask a question:

We get the answer:

Getting under sanctions

If the site is covered by filters and then (of course) you need to at least find out why the resource was awarded such an honor, and checking on your own did not show any obvious vulnerabilities. Let's go write to Yandex support service with a request to explain what's going on.

We provide the Platonovites with the necessary information and formulate the question:

After some time we get the answer:

Changing the site address

There are situations when it is necessary to carry out a “painless move” from an old address to a new one. And since you don’t want to lose positions/traffic, it’s better to act together with Yandex so that everything goes well.

An example of such correspondence: