Over the last 17 years, I have always been in a role that revolved around interpreting client requests and feedback. From my early days as a developer to now, where I oversee all website support functions at emagine, I have seen my fair share of cases/tickets/emails/direct mail/overnight FedEx printouts for feature requests and issues that need to be addressed.

I’ve put together a list of three items you should include in your website support request to help you get more concise and timely turn around from whatever support group you use that facilitates changes on your website, whether it be an in-house developer or an agency like agency like us. By including these details in your support request, you’ll help the support team effectively and efficiently identify the need and in turn, get you a quicker solution/estimate for your issue or feature.

1. What website(s) are we talking about?

  • In my case specifically – we support hundreds of enhancements and updates a month. With that comes not necessarily knowing which specific website you are addressing/or what page you are referencing. You may have multiple websites, this may be happening on one or all.
  • URL, helpful. URL to the exact page(s) in question, SUPER HELPFUL.

2. Screenshots

  • When I say screenshot, I am referencing doing a print screen or screen grab of what you are seeing. Different browsers, different versions of said browsers and Operating Systems and  networks may all contribute to what issue you experience.
  • I have received an overnight FedEx delivery of printed photographs of a clients monitor when asking for a “screenshot”. This is not what I mean.

3. What browser?

  • Firefox, Chrome, IE, Safari? Chrome on a Chromebook, a Mac or a PC? All important information to have upfront. While this may not ultimately have anything to do with a problem at hand, having the information upfront without the need to have any back and forth is helpful. Why? We utilize several tools, including a browser stack, which gives us the ability to spin up a combination of OS and browser versions you are using to replicate your issue.
  • What browser version do you have? IE 11, 10, EDGE? Include that as well if you know.

Three things to keep in mind

  1. Browser cache – Sometimes we push updates or you make changes – and do not see them immediately. This is sometimes related to browser cache. Your browser will save some types of content on sites you visit frequently in order to give you a better browsing experience. Occasionally you made need to give this a clear if you are not seeing changes you’ve requested or made yourself.
  2. Internal filters – We have experienced clients who’s internal networks in the office filter content. Some offices do not let you play YouTube videos in the office for example. So when you go to your website and see a blank window where your companies youtube video should be, its possible. Check a machine that isn’t on your companies network – something may not be loading in office, however loads fine outside of the office.
  3. SSL – We’ve spoken of the importance of having an SSL Certificate (http vs. https) on your website. The same is true for any content you want to reference on your site. If you add content to your site that references a 3rd party, and they do not have an SSL certificate, your site is going to block it from loading because it’s marked as “not secure”. We experience this all the time with YouTube embeds. Double check that you copied the URL correctly, but we always recommend only using secure sources as a best practice.


By providing us with the three pieces of content we’ll need for your support request and keeping these additional tips in mind, we can successfully work together to resolve your issue as effectively and efficiently as possible. We’re here to help you, 24/7/365.

Mike McKenzie is the Director of Ongoing Client Services at emagine.