{"id":37612,"date":"2025-05-15T07:00:00","date_gmt":"2025-05-15T14:00:00","guid":{"rendered":"https:\/\/cloudinary.com\/blog\/?p=37612"},"modified":"2025-05-14T14:34:22","modified_gmt":"2025-05-14T21:34:22","slug":"how-to-write-a-support-request","status":"publish","type":"post","link":"https:\/\/cloudinary.com\/blog\/how-to-write-a-support-request","title":{"rendered":"How to Write a Support Request That Gets Results"},"content":{"rendered":"\n<p><em>Hint: It&#8217;s all in the details.<\/em><\/p>\n\n\n\n<p>We get it. You\u2019ve hit a snag and want help fast. That\u2019s what we\u2019re here for.<\/p>\n\n\n\n<p>But here\u2019s the thing: The speed and quality of the help you get often depend on the quality of the information you provide. A vague \u201cit\u2019s not working\u201d doesn\u2019t give us anything to work with. But a detailed, specific question or report of the issue you\u2019re experiencing is the fast track to resolution.<\/p>\n\n\n\n<p>So, if you want the quickest, most efficient help possible, here are some things to think about as you\u2019re writing your initial request. They might not all apply to you, but it\u2019s better to over than undershare.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Speedy Support Checklist<\/h2>\n\n\n\n<p><strong>1. Tell us what went wrong.<\/strong><\/p>\n\n\n\n<p>Start with the basics:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What are you trying to do?<\/li>\n\n\n\n<li>What did you expect to happen?<\/li>\n\n\n\n<li>What actually happened?<\/li>\n<\/ul>\n\n\n\n<p>If something \u201cdoesn\u2019t work,\u201d explain <em>how<\/em> it doesn\u2019t work. A clear problem statement saves a ton of time.<br><br><strong>2. Retrace your steps.<\/strong><\/p>\n\n\n\n<p>Please include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Step-by-step instructions to trigger the issue.<\/li>\n\n\n\n<li>Whether it happens every time or only occasionally.<\/li>\n\n\n\n<li>Whether it used to work and has suddenly stopped \u2014 or has it never worked?<\/li>\n\n\n\n<li>If it used to work, when did it stop working?<\/li>\n<\/ul>\n\n\n\n<p>If we can\u2019t reproduce it, it\u2019s unlikely that we\u2019ll be able to fix it.<\/p>\n\n\n\n<p><strong>3. Who else is affected by the issue?<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Does this happen to everyone or just you?<\/li>\n\n\n\n<li>If it happens to everyone, are all of you:\n<ul class=\"wp-block-list\">\n<li>Working on the same network?<\/li>\n\n\n\n<li>Working in the same region?<\/li>\n\n\n\n<li>Using the same device and browser?<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Do you have multiple Cloudinary accounts or are you a user on multiple Cloudinary accounts? If so, please tell us which one you\u2019re referring to in the support request.<\/li>\n<\/ul>\n\n\n\n<p><strong>4. Share some examples (the more specific, the better).<\/strong><\/p>\n\n\n\n<p>Instead of saying, \u201cSome images don\u2019t load,\u201d link us to one that\u2019s broken. Sharing a specific example from the get-go can speed things up dramatically.<\/p>\n\n\n\n<p>For example, suspect a caching issue? Please show us:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What you\u2019re seeing.<\/li>\n\n\n\n<li>What you <em>expect<\/em> to see.<\/li>\n<\/ul>\n\n\n\n<p>That way, we can compare it to what we see on our end.<br><br><strong>5. Include technical and\/or contextual information.<\/strong><\/p>\n\n\n\n<p>Are you using the UI? Let us know so we won\u2019t send you an answer based on the API.&nbsp;<\/p>\n\n\n\n<p>Some of these would be helpful to know:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Are you using the API or the UI?<\/li>\n\n\n\n<li>Are you using any SDKs or integrations? Which one(s) and their versions?<\/li>\n\n\n\n<li>What\u2019s your product environment cloud name (e.g., prod, staging, dev)? Please share the actual <strong>cloud name<\/strong> rather than the display name.<br><br>If you\u2019re unsure, you can find it under the Cloud Name column in your <strong>Account Settings > Product Environments<\/strong>.<\/li>\n\n\n\n<li>What\u2019s your OS, browser, and device information?<\/li>\n\n\n\n<li>Do you see an error message? Please share that with us.<\/li>\n<\/ul>\n\n\n\n<p>The more technical context we have, the faster we can pinpoint the issue.<br><br><strong>6. If you\u2019re sharing code\u2026<\/strong><\/p>\n\n\n\n<p>Screenshots of your code are hard to read, and impossible to test. Instead:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Paste your code directly<\/li>\n\n\n\n<li>Or use a snippet tool like Gist or CodeSandbox.<\/li>\n<\/ul>\n\n\n<div class='c-callout  c-callout--note'><strong class='c-callout__title'>Bonus<\/strong> <p>If you can give us a minimal reproducible example, that would be amazing.<\/p>\n<\/div>\n\n\n<p><strong>7. Check your permissions.<\/strong><\/p>\n\n\n\n<p>If one person on your team can access a particular folder or share a collection and you can\u2019t \u2014 it\u2019s often a permissions issue. These links can help get you started:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/cloudinary.com\/documentation\/user_provisioning#role_based_permissions\">Role-based permissions for Programmable Media<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/cloudinary.com\/documentation\/dam_admin_users_groups#role_based_permissions\">Role-based permissions for DAM<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/cloudinary.com\/documentation\/dam_folders_collections_sharing#folder_sharing_and_permissions\">Folder sharing permissions<\/a><\/li>\n<\/ul>\n\n\n\n<p><strong>8. Are you referencing our Documentation?<\/strong><\/p>\n\n\n\n<p>If you\u2019re working through a page in our documentation or a knowledge base article, please link to that page. If something there doesn\u2019t work, we want to know about it so we can fix it or add clarity.<br><br><strong>9. Record your screen with Jam.dev.<\/strong><\/p>\n\n\n\n<p>We love video recordings. But you know what\u2019s better than a video? A video <em>with context<\/em>.<\/p>\n\n\n\n<p>A screen recording via <a href=\"https:\/\/jam.dev\/\">jam.dev<\/a> is like magic for Support teams. It includes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Console logs<\/li>\n\n\n\n<li>Network requests<\/li>\n\n\n\n<li>Device and browser information<\/li>\n\n\n\n<li>And more \u2014 all in one shareable link<\/li>\n<\/ul>\n\n\n\n<p>It\u2019s free, and saves everyone time.<br><br><strong>10. If your request involves account changes\u2026<\/strong><\/p>\n\n\n\n<p>We\u2019ll do our best to help, but we need to verify that you actually own the account or are an authorized user before we can share sensitive information or make changes. Please include a support verification code, which you can generate from the <strong>Support Verification Code<\/strong> tab in your<strong> Account Settings > My Profile<\/strong>. We can\u2019t make any changes or share information about the account without it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Good vs. Bad Support Requests<\/h2>\n\n\n\n<p>Here\u2019s a side-by-side example of how much difference the details can make:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Bad Example<\/h3>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cMy uploads don\u2019t work. Please fix asap.\u201d<\/p>\n<\/blockquote>\n\n\n\n<p>We don\u2019t know what \u201cdoesn\u2019t work\u201d means. The file size could be too large for the plan you\u2019re subscribed to. It could be a permissions issue. It could be an issue with the configuration of your credentials. It could be a combination of these or none. We just don\u2019t know with the information that was shared. So we\u2019ll have to write back to you asking for additional information.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Good Example<\/h3>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cI\u2019m using the Node SDK (v1.2.3) to upload images via unsigned uploads. The images are under 2MB, which should fit in the allowance of the (free, plus, advanced, etc.) plan. They are all jpg or png. The issue happens in production, but not locally.&nbsp;<\/p>\n\n\n\n<p>I\u2019m following &lt;link to documentation&gt; step by step. Everything worked until last night when uploads started failing with a 401 error.&nbsp;<\/p>\n\n\n\n<p>Here\u2019s a jam.dev link showing my workflow. [insert link here]<\/p>\n\n\n\n<p>The name of my product environment is &lt;my-product-environment&gt;. I\u2019m the master admin on the account. My colleague who has the role of admin isn\u2019t experiencing the same issue.&nbsp;<\/p>\n\n\n\n<p>I\u2019m using Chrome, but the issue persists in Firefox and Edge as well, including incognito. I\u2019ve tried clearing the browser cache, but no luck. I\u2019ve attached one of the files that I\u2019m unable to upload.\u201d<\/p>\n<\/blockquote>\n\n\n\n<p>This kind of ticket? We can usually jump straight to debugging. When we get back to you, we\u2019ll likely have the answer, rather than needing to ask you for more information.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Wrapping Up<\/h2>\n\n\n\n<p>Good support starts with good communication. We want to help you as quickly and effectively as possible. The more context and detail you share upfront, the faster we can get you unblocked and on your way to building cool things.<\/p>\n\n\n\n<p>Got questions? We\u2019re here to help.<\/p>\n\n\n\n<p>Submit a support request <a href=\"https:\/\/support.cloudinary.com\/hc\/en-us\/requests\/new\">here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hint: It&#8217;s all in the details. We get it. You\u2019ve hit a snag and want help fast. That\u2019s what we\u2019re here for. But here\u2019s the thing: The speed and quality of the help you get often depend on the quality of the information you provide. A vague \u201cit\u2019s not working\u201d doesn\u2019t give us anything to [&hellip;]<\/p>\n","protected":false},"author":87,"featured_media":37614,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_cloudinary_featured_overwrite":false,"footnotes":""},"categories":[1],"tags":[57],"class_list":["post-37612","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-cloudinary"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.6 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Write a Support Request That Gets Results<\/title>\n<meta name=\"description\" content=\"Hint: It&#039;s all in the details. We get it. You\u2019ve hit a snag and want help fast. That\u2019s what we\u2019re here for. 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