What to ask when a client says the site does not work

Why generic support questions slow everything down

If you answer “what do you mean?” you usually get another vague answer. A better approach is to ask for the few pieces of context that separate browser, content, permissions, cache and JavaScript issues.

Questions that should always be answered

• Which page or URL is affected?
• What exact action triggered the issue?
• What did the client expect to happen?
• What happened instead?
• Does it happen on one browser or multiple browsers?
• Is there an error message or a visible broken state?

1. Start with reproduction, not assumptions

Ask what the client clicked, typed or submitted before the issue appeared. This is more useful than starting with technical speculation.

2. Separate page issue from account issue

A checkout bug, permission issue and expired session can all sound the same to a client. Confirm whether the issue is tied to one user, one page or one flow.

3. Ask what changed recently

Content edits, plugin updates, cached assets and new integrations often explain why the problem appeared “suddenly”.

4. Ask for one screenshot with the full context

You want the visible page state, not a tiny crop. Full-page context often reveals broken layout, disabled buttons or missing elements immediately.

5. Turn the answer into a standard report format

If every support request follows the same structure, you reduce confusion for the client and triage faster on your side.

Weak support exchange

Client: The site does not work.
Developer: What do you mean?
Client: It is broken.
Developer: Can you send more details?

Better support exchange

Client: The site does not work.
Developer: Please send the page URL, what you clicked, what you expected, what happened instead, your browser and one screenshot of the full page.

Copyable support reply template

Please send:
1. The exact page URL
2. What you clicked or typed
3. What you expected to happen
4. What happened instead
5. Browser and operating system
6. A full screenshot of the page
7. Any visible error message

How OnlyScreenshot reduces this back-and-forth

Instead of manually asking the same checklist every time, the widget captures the URL, screenshot, browser, operating system, viewport and console logs when the client submits the issue.