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Site Questions & Tech Support Posting Guide

Timely responses question exposure question wording

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2 replies to this topic

#1 NewCalamity


    The Stalwart

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Posted 01 November 2012 - 07:39 PM

Support Ticket System


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#2 King


    Satan's Son

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  • Global Support Moderator, The King

Posted 29 May 2013 - 11:50 AM

Tech Support Section Posting Guide


Welcome to Site Questions and Tech Support!


Here there are many  questions asked by the members of MLP Forums. Sometimes, these questions can be hard for the staff and members to understand.

To help us, help you, we recommend you read this guide. This guide will not only help the staff and members understand your question, but it will also allow your question to be answered quickly. In addition, please make sure to check the FAQ before posting your question here - it may already be answered there.



Example 1 (Bad Example):

"Whats up with the time here?"


This example shows a question relating to why the Forum time maybe off for some users. Now, this can barely be understood due to the fact that it doesn't give us much information. It simply states "Whats up with the time here?" which can be interpreted in many ways, most of which would not help you in the long run.


We require questions to make sense for us to be able to assist you as best we can, so I recommend the following example.



Example 2 (Good Example):

"Why is the time on the forum not the same as the time on my computer and/or clock?"


This example actually tells us what you are asking and allows us to answer promptly and accurately by telling the user they could simply have not had their settings on the right time zone for them.


By wording the question correctly, we would be able to help you quickly and move on to the next query, if any exist at that point, so this Example is recommended.



Correct Prefix Usage


When creating a topic, it's highly recommended you use the correct prefix as it allows staff and members to see what type of question it is at a glance.


General Questions


This prefix should be used for simple site questions. These types of questions can range anywhere from "How many members are there?" to "How can I upload a signature?". Just be sure that you only use this prefix for site questions - If you're having a technical issue, that's what the Technical Issue prefix is for!


Roleplay World


This prefix should be used when you have any questions regarding the Roleplay World and Equestrian Empire sections. Whether it be about the rules, the forums use itself or anything in between, this is the prefix you should use.


Technical Issue


This prefix should be used if you don't understand how to use a certain site feature, or don't understand how it works. However, if the feature isn't functional at all, then you should submit a support ticket.

#3 SCS



  • Subscribers

Posted 12 May 2014 - 03:18 AM

The technical support staff and other staff members who help out here do our best to answer questions as quickly and as accurately as possible, but we are not perfect. From time to time, we may overlook a topic. Therefore, it is important for people asking questions to do what they can to ensure a timely response.
Firstly, you should peruse the FAQ, the help files, the resource map, and topics posted in this section in the past to see if your question has already been answered. 
If your question has not already been answered, you should go ahead and post a topic about it. There are several things you can do to increase the likelihood of a quicker response:

  • Read the Tech Support Posting Guide and write your question accordingly. The more detail you include in your original post, the more likely it is that someone will be able to help you.
  • Make sure to use the correct prefix for your topic. Doing so makes it easier for people to understand what your topic is about. It also makes it easier for the staff to keep this section organized, and for people who are specialized in certain areas to find topics that may require their input.
  • Make sure to follow your topic when you post it. That way, if you receive a reply, you will receive a notification informing you. Replying as soon as you can to someone's reply to your question can increase the chances of you receiving further replies if you require additional assistance. It also makes it easier for the staff to keep this section organized when we know whether or not someone's issue has been resolved.
  • If you do not feel that your question is receiving sufficient exposure, you could try linking to it in a status update or a blog post.
  • If you have not received a response to your topic or to a reply by you in your topic after 48 hours, you should send a private message to Dawn Rider and Koukatsu,  Please make sure to include both of them in the conversation.

Keeping these things in mind can help result in you getting the most out of this forum section. :)

Also tagged with one or more of these keywords: Critical, Timely responses, question exposure, question wording

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