Though your a2z Project Manager [PM] is always available to help you, here are some tips on what to include in your email to help them be more effective in supporting you:
- Start off with a good subject line.This makes it easier for your PM to find your email in their inbox. Additionally, when chancing subjects update the subject line or begin a new email message.
Example - 2016 Set Up Kit [Completed] or ABC 2016 Page Not Found Error
- State your goals.Putting your end goal at the beginning of the email gives your PM the right context for your content.
Example – “I have completed filling in my Set Up Kit for the 2016 event, and I need to know what my next steps are. Here are my 5 questions:”
“I need to figure out why I am getting this Page Not Found Error when I log in to the booth sales page.”
- Include Links and Images, especially when you are reporting an issue. Including Screen Shots or video captures keeps you and your PM on the same [web] page.
To make the most of your screen shots:
- Capture the whole page (including the URL) - especially error message text – to show your PM exactly what you are seeing.
- Add highlights, call outs, text, etc. – Tools like Jing and Snag It allow you to add highlighting, circle areas of the image, and insert callouts with text. This give you the opportunity to explain what is happening in the screenshot.
- Take a video of your steps - Jing and Snag It both allow you to take a video of your screen, so that you can show exactly what steps you are taking.
Tools for creating screen shots:
- When reporting an issue, include all the steps that are needed to recreate the issue. Including all the things that you clicked on, or text that you entered
- Where did it happen? Global Admin or your public event site. Include the URL to the page if possible.
- What information did you use? Include the Company name, Booth Number, search terms, etc.
- Include any additional information that may be relevant.
- Browser (with version)
- Operating System
- Any changes made that may affect the system's functionality.
- Indicate the priority level, if applicable.
- Urgent - Unable to collect funds
- High: A critical feature isn't accessible or isn't behaving as expected
- Normal or Low: Question about how to do something
- Use Help Center's 'Submit a Request' option. This option, located at the top of the screen, gives you a form to fill in which prompts you to include all the relevant information, and has a place to upload files like screen shots, videos, and documents.