Create an Effective Support Ticket

A clear support ticket helps the BlessChurch team understand, reproduce, and resolve an issue more efficiently.

1. Open Support

1. Sign in to BlessChurch.
2. Select Support from the application menu.
3. Choose the option to create a new ticket.

2. Use a specific subject

The subject should summarize the actual issue.

Good examples:

• Event does not appear on the public website
• Stripe connection remains incomplete
• Team member cannot access the Website module
• Hero image does not update after saving

Avoid vague subjects:

• Help
• Not working
• Problem
• Urgent

3. Describe the issue clearly

Include:

• The page or module affected
• What you were trying to do
• The steps you followed
• What you expected to happen
• What happened instead
• The exact error message, if any
• The approximate date and time

Example description

I created an event in the Events module for October 18 at 7:00 PM. The event appears in the BlessChurch calendar but does not appear on our public Events page. I saved the event as scheduled and refreshed the website in a private browser window.

4. Include useful context

When relevant, include:

• Church name
• Event or member name
• Page URL
• Device type
• Browser name and version
• Whether the problem occurs on desktop, mobile, or both
• Whether another authorized user experiences the same issue

5. Add a safe screenshot

A screenshot can help identify layout issues and visible error messages.

Before attaching it:

• Crop unrelated information.
• Hide private member information.
• Hide financial information.
• Hide email addresses when they are not necessary.
• Confirm that no password or security code is visible.

6. Submit one issue per ticket

Separate unrelated problems into different tickets. This makes each issue easier to track and prevents one problem from being overlooked.

Multiple examples of the same problem can remain in one ticket.

7. Avoid duplicate tickets

If you already submitted the issue, reply to the existing ticket with additional information instead of opening another one.

8. Respond to follow-up questions

Support may request additional details or ask you to repeat a safe test. Reply within the existing ticket so the complete history remains together.

Never include private credentials

Do not include:

• Your BlessChurch password
• Email passwords
• Complete card numbers
• Stripe secret keys
• YouTube, Facebook, OBS, or Restream stream keys
• Two-factor authentication codes
• Private server credentials

Before submitting

Refresh the page, confirm the issue still occurs, and copy any exact error message. If the issue disappeared, document what changed in case it returns.

Helpful tip

The most useful ticket explains how someone else can reproduce the issue step by step without needing to guess what happened.