How to Get Help with OpenTickets Community Edition

[quadshot]

Hello everyone!

We appreciate you using OpenTickets. It is our goal to provide a FREE alternative to other ticket systems for simple General Admission ticketing on WordPress sites. We’re quite proud of it, and hundreds of organizations use it successfully for their event ticketing.

However, sometimes issues occur. As you can imagine with an almost infinite number of possible installs, between hosts, server configurations, browsers, OS, mobile, WordPress versions, WooCommerce versions and Plugin versions, things can happen.

We’ll do our best to try and help you!

Prior to opening a ticket

Here’s some suggestions:

– Update WordPress, WooCommerce and Plugins. We _strongly_ recommend doing this on a testing or staging server, or at least taking a backup, prior to updating live. It’s almost never a good idea to update a live website without at least a backup first.
– Search these forums. Quite often someone else had the same issue in the past and it is often solved by a configuration
– Check the Documentation and Videos. They can be helpful. (If you can’t find something useful, or find a doc or video error, please let us know!)
– Try default WordPress (again, hopefully on a test server). By turning off all plugins and activating the default WordPress theme, you can find out if this is a Theme or Plugin conflict. Turn everything off except WordPress, WooCommerce and OpenTickets. Then turn on your theme. If things break, it’s your theme. If things work with your theme, turn on plugins one at a time until it breaks. The plugin you activated last is the problem. This sounds like a lot of work, but can actually save you a ton of time. Also, ‘less is more’ definitely applies to WordPress plugins. Use the ones you need, delete the rest.

If some of these suggestions don’t work, you might need to write a Support Ticket.

Writing a Good Ticket

Here’s some tips to save time on resolving an issue:

– Please be as descriptive as possible, including Browser and OS versions used when having the issue.
– Make sure to click ‘Notify me of follow-up replies via email’ on your ticket. Yup, you are not automatically notified even though you created the ticket. Go figure.
– Please include your output from your install. This is under ‘OpenTickets’ -> ‘System Status’ in the WordPress backend. This can help us identify issues.

How Often We Check Community Forums

We check the forums as often as we can, which varies depending on company resources. We have a goal of weekly, which we often meet. If we’ve already replied to your ticket, we’ll be notified by email.

However, we have to prioritize Paid Support and our Extension and Enterprise customers.

Also, we’re developing constantly, since as mentioned above, WordPress and WooCommerce are changing regularly. We have to dedicate resources to be compatible for new releases of WP and WC, and during those development cycles, we have less people to support the free version.

However, with limited resources like any company, we do our best to help. We want YOU to be successful with this software.

Methods to Get Help

If you cannot find answers in forums, and your issue is preventing you from working, here’s the best methods, in order. If you choose 2 and 3, you must have a ticket created here in the forums first.

1. Create a ticket here in the forums
2. After opening a ticket, if your issue is urgent and can’t wait email communitysupport at opentickets.com . Please include a link to your forum ticket, so we can help more quickly.
3.After opening a ticket, you can also schedule an online support call. You must have opened a ticket first, please. You can schedule a call using this link:

https://opentickets.com/schedule-meeting/

Hopefully the above will help in getting any issues resolved for you.

-The OpenTickets Team

• This topic was modified 7 years, 11 months ago by quadshot. Reason: spelling, grammar