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After nine years on Fiverr, I've had my share of support tickets. And while the experience hasn't always been good (more on that later), most of them have solved my problems quickly. This was true when I was a new seller, a level 1, a level 2, and a TRS/Pro seller, so it's not just a tip for those with prioritized support. 

Here are some tips to get more and better support from Fiverr when you need it: 

" can do to the outcome of any case. Just think about how you, as a seller, are more likely to be extra helpful to a buyer if they're polite, friendly, and professional in their communication. Then think about how you feel when a buyer does the opposite and treats you to a snarky tone. You're more likely to want a quick solution and get them off your dashboard. 

Even though the support representatives are trained professionals, they're 

. I'm a trained professional and admit I've felt like this more than once. I always stop myself at that moment and remind myself of the three Ps: Professionalism, patience, and a people-first attitude, but you can't expect someone to want to help you if you mistreat them. 

If you've ever had a buyer giving you vague requirements, you know how the support representative feels when they have to solve a problem without having all the necessary details. It's annoying and completely unnecessary. Take your time to write a support ticket. Ensure you include all relevant information in your initial ticket, including any relevant order numbers, usernames, screenshots of conversations, etc. 

If you're contacting them about something not working correctly, including where it happened, when, and what you did. It will help support to replicate the problem and understand your situation better. It also helps to include things like which browser you used, operating system/device, and if you're using any browser addons like adblockers, etc. 

Use simple and straightforward language. You might think you're the next Agatha Christie trying to tell the story of "The Affair of the Vanished Order: A Fiverr Mystery", but you want to keep it simple and to the point. There's no need to use fancy language or make what you're trying to say unclear by including your whole life's story. 

Make sure your ticket is clearly laid out: 

Introduction > Explain the issue > Clearly state the outcome you're hoping for > Thank them for their time and effort

 not getting all worked up when the first response you get makes no sense. This is normal, unfortunately, and happens because support often responds with the most likely copy/paste response to help you faster. It's hit or miss (often miss, in my opinion). 

When this happens, maintain your polite and friendly tone, and respond: "

I'm sorry, but I'm not sure if you read my question right. Could you please have another look at my ticket? The response I received doesn't seem to be relevant to my problem. Thanks

No need to get snarky at this point. I know I've been tempted to, but it doesn't help, since the first 

 who will read your ticket is the one you're now reaching out to. The first one was most likely automated. 

Remember: Support representatives are humans. Treat them nicely, and they can be a truly valuable resource. 

How to get better help from Customer Support

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