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Help Community

How to get the best help from the community!

Administratin' 'Hoo

How to get the best help from the community!

We're here to help, not make things harder.  Here are some of the ways you can make your posts more successful.

 

First, try searching the community for the issue.

  • Use the exact text from any errors you see in the search box at the top of the community. The more specific your keywords, the less content that will appear but the more likely you'll find an active thread about the same issue.
  • Read responses to those posts and try the troubleshooting that has already been provided. You might be able to resolve the issue with the information already available in the community.
  • If you were able to fix it, let the community know! Anything that encourages other customers to try the steps or gives them something else to try, is a great help to us and other folks seeking help from the community.

 

Second, make sure you tell us how you're accessing the Yahoo product.

  • For the Mail categories there are labels you're required to use in order to post, so make sure you pick the correct labels related to your issue.
  • For Sports and other Yahoo properties this isn't required but may be an option, try using labels when available.
  • If you don't see labels or are responding to an active thread, tell us in your post. Make sure to provide the app, the browser, and/or the device you’re experiencing the issue on.
  • The more details here, the less follow-up questions from us.

 

Third, be specific.

  • Avoid terms like 'it isn't working' or 'it's broken'. Instead tell us what you clicked on and what happened when you clicked it. Nothing? An error popped up? A magical unicorn appeared?
  • Avoid 'I tried all the steps already' instead tell us exactly what steps you tried. Provide the help articles you already read and detailed steps you already took. This will make sure that we don't duplicate your efforts.
  • If you're adding a 'me too' to an active thread, tell us if it’s on the same device or app.
  • Try to elaborate on what has already been provided so we can see the patterns of behavior that will lead to a quicker solution.

 

Lastly, more is better.

  • Provide everything you think may be related to the issue.
  • If you see an error, provide the full text of the error.
  • If you're reporting one issue but notice something else happening at the same time, provide that too.

 

If you do all of the above (or even just some of it) the community can better help you and any other customer that might be experiencing the same issue. We're here to help as many people as possible so, the less follow-up questions needed, the more time we have to review everyone's posts each day.

 

 

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