We’re aiming to have help/support as streamlined & efficient as possible, so you can get the answers quickly and we can offer support when help is needed. Here’s a quick guide, with some of the things we’ve implemented and how you can help speed up the process when requesting support or if you think you’ve spotted a bug.
Documentation
Please read the documentation for the element before using it. Every feature will be documented & explained what it does (if it isn’t, or if something isn’t clear, let us know). The documentation is constantly being updated and rewritten, as well as videos being added based on the feedback that comes through.
Support FAQ – There’s a Support FAQ section being added to every element’s documentation page, which will be continuously updated. We recommend checking this out before opening a new ticket, even if you’ve looked before, as all the common questions will be answered. (If there isn’t one, it means there haven’t yet been any repeated questions for that element)
Videos – We’re adding more videos and tutorials that cover more ‘workflow’ questions, that can’t be easily explained inside the documentation. These are being added in the Youtube channel, but also linked to from the documentation.
Support Questions
If you’re not quite understanding why something isn’t behaving as you’d expect, or you need clarification on a specific feature or how to implement, this is what support is for.
The goal is to be able to help as quickly as possible, to do that we need enough information to understand what is being asked otherwise it can cause a lot of back-and-forth asking for clarity / information.
Provide URL of the page – The number one thing that helps the most in getting to the resolution within one message is to provide the URL of the page. Without it we’re working blind. If we can visit the page where you’re having trouble, then we can know for sure what it is you’re referring to (and importantly what else is happening on the same page, what other plugins are being used etc) Login details are also useful if it’s something happening inside of the builder.
Description of what is wrong or isn’t understood – The more specific the better. It may not be obvious, just from looking at what the issue is (as we won’t know what the end goal is or may not know which part of the page you mean).
If you can provide details on what you’re trying to do, and what is happening instead, or which part you don’t understand, it’s more likely we can help within just one response. (attaching screenshots is very helpful for highlighting, long videos not so much as it tends to slow things down)
Please ensure it’s related to BricksExtras – Sometimes the root cause of something is difficult to know, which is understandable. But if there’s an issue that is not directly related to one of our features, we just ask that you first try disabling BricksExtras to rule it out, and see if the same issue persists. You may just be bumping into a general Bricks issue or unrelated CSS issue on your page. This is especially true if using CSS frameworks.
Example of an efficient support ticket: “I’m adding an OffCanvas to the page, but it’s not sliding in when I’m clicking the button I’ve set as the trigger. I’ve tried on desktop and on my iPhone. The URL is XXXX.
Example of an inefficient support ticket: ‘Why can’t I add images in my slider?’
(The second example requires us to ask for information before being able to help.)
Bug Reports
The main difference between a bug report, and general support, is that a bug is an issue with a specific feature/setting that can be replicated outside of the site you’re working on. Once we can replicate it on a different site, we can then confirm it is indeed a bug. It’s then something that we would address from inside the plugin in a future update (unlike a support question, it’s unlikely to be solved immediately and needs to be investigated).
The ideal bug report format:
Provide either a URL (of an otherwise blank site) showing the issue happening with the element (ideally with no other plugins or caching, to eliminate them as causes). Or a step-by-step on how to reproduce the problem.
Example of an efficient bug report: “When I’m using the border-radius setting on this particular element, it’s not being applied. To recreate.. add element X, go to the style > border setting and try to add a border-radius.
Example of an inefficient bug report: ‘Your Lottie animation isn’t working, why is that?’
(the latter requires us to ask for more information & the URL)
Out of Scope
As a side note, it’s worth mentioning that the provided support covers features/settings in BricksExtras. General Bricks / WordPress issues or involving custom development isn’t part of that support.
If you’re enquiring about functionality/behaviour that isn’t part of BricksExtras, it’s not something for our support. (if the functionality isn’t mentioned in the documentation, it’s not currently a feature). If it’s something you’re suggesting to be included, please send in a feature request, ideally with examples of the end result you’re trying to achieve.
If it’s about custom code, or Bricks in general, you’re best asking in the general Bricks’ forum or in the Bricks Facebook group where there’s a lot more Bricks users that can help out.
Example of an out-of-scope request: I was using your element that has features X & Y. What I’m trying to build is.. Z. Can you go through my custom code and help me work through it?
(it’s out of scope because the question is regarding custom development, not about a specific feature we’ve added in BricksExtras)