To help us resolve your issue as quickly as possible, follow these simple guidelines when creating a ticket or sending requests.

1. Write a clear title

Use a short, specific title or subject line that describes the issue or request.

Good examples:

✅ “Homepage key art cropped differently on mobile”

✅ “Unable to upload asset in admin”

Avoid titles like:

❌ “Bug”

❌ “It doesn’t work”

 

2. Describe the problem

Explain what’s happening and what you need.

Include:

  • What you expected to happen
  • What actually happened
  • Whether this is a new issue or something that used to work

 

3. Add steps to reproduce

When reporting a bug, list the exact steps needed to replicate the issue:

Example:

  1. Go to the homepage
  2. Open slider
  3. Upload image
  4. Observe cropping issue

 

4. Include your environment details

If possible, include:

  • Browser (e.g. Chrome, Safari)
  • Operating system
  • Device type (desktop, mobile, tablet)
  • Screen size or resolution

 

5. Add screenshots or recordings

Visual examples are extremely helpful. 

Include:

  • Screenshots (including the URL bar)
  • Screen recordings (including the URL bar)
  • Links to affected pages

 

6. Describe the expected outcome

What should the correct behavior look like?

Example:

  • “The title should always remain fully visible across all screen sizes.”

 

7. Set a priority

If something is urgent, please indicate:

  • Low / Medium / High
    How critical is the issue?
  • Business impact
    Briefly explain why it’s time-sensitive

 

8. One topic per ticket

Keep each ticket focused on a single issue or request — it helps us track and resolve things faster.

 

 Did this resolve your query? Contact support@mediafellows.com for further help.