Best Practice Guide for Getting Support at Alchemy

Written by Liang

Published on August 2, 20243 min read

---

Welcome and thank You for choosing Alchemy!

This article aims to guide you on how to make the most out of our support resources, including our knowledge base, community support, and direct support channels.

Why We Have This Guide

Providing clear guidelines on how to access support ensures that you can:

1. Get Help Faster: Understanding the available support channels and how to use them allows you to receive assistance promptly.

2. Efficient Communication: Knowing what information to provide helps us diagnose and resolve issues more effectively.

3. Maximize Resources: Leveraging community support and self-help articles can resolve common issues without needing direct intervention, saving time for both you and our support team.

4. Improve Experience: Clear and structured support interactions enhance your overall experience and satisfaction.

Using the Knowledge Base Articles in Support Hub

Our Support Hub is a rich resource of knowledge base articles designed to help you troubleshoot and resolve issues on your own. Here’s how to make the most of it:

• Search Functionality: Use the search bar to quickly find articles related to your issue.

• Categories: Browse through different categories to explore articles on various topics.

• Step-by-Step Guides: Follow detailed guides to troubleshoot common issues.

• Best Practices: Learn about best practices to optimize your application and avoid common pitfalls.

By using the knowledge base articles, you can often find solutions without needing to contact support, saving time and effort.

Join the Discord Community for Public Support

Our Discord community is a valuable resource for public support. By joining, you can:

• Connect with other builders in the community.

• Share experiences and solutions.

• Get help from the community.

Note: Be careful not to share any sensitive information, such as API keys, in public channels.

Chat with Support Agents

If you need direct assistance, you can chat with our support agents. Here are the methods to reach us:

• Discord Support Ticket Channel: Open a support ticket in our dedicated discord support ticketing channel.

• Alchemy Dashboard Webchat 💬 : Use the web chat feature as pictured below on your Alchemy dashboard to speak with a support agent.

• Dedicated Communication Channels: Use the dedicated channel assigned for you and your team to get support.

Submitting a Ticket

When submitting a ticket or conversing with our support agents, clear and detailed information helps us resolve your issues more efficiently. Here's what to keep in mind:

• Repeatability: Can you reproduce the error consistently?

• Reproduction Steps: Provide detailed steps to reproduce the error.

• Networks/Blockchains: Specify the networks or blockchains you were using.

Best Practices for Submitting a Ticket

To ensure your issue is resolved quickly and efficiently, follow these best practices when submitting a ticket:

• One Question per Ticket: Stick to a single issue per ticket to avoid confusion and ensure focused assistance.

• Clear and Concise Subject Line: Use a descriptive subject line that summarizes the issue, such as "Error Code 500 on Login" or "API Timeout During Data Fetch."

• Detailed Description:

  • Describe the Issue: Clearly explain what went wrong, including any error messages or codes received.

  • Expected vs. Actual Results: Explain what you expected to happen and what actually occurred.

  • Reproduction Steps: Provide detailed steps to reproduce the error. Share a sample raw request and minimal code snippet to reproduce the error. The more precise you are, the easier it will be for us to understand and replicate the issue.

  • Impact on Application: Describe how the issue is affecting your application and workflow, including any deadlines or urgent requirements.

  • Environment Details: Include relevant details about your environment, such as operating system, browser version, API version, and any specific configurations.

  • Attach Relevant Files: Attach logs, screenshots, or any other files that can help illustrate the problem. This can provide crucial context and expedite the troubleshooting process.

By following these best practices, you'll help our support team assist you more effectively, ensuring a faster and more efficient resolution to your issue.