You are here - Help and Support > How do I get help? > Step 8 - Working with Support person

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If you speak to either the Zoom Affiliate or the Zoom Technical Support person, the following list of simple concepts will enhance your support experience. 

• Tell the Support person what you have already tried. 

  We are really good, but we can't read your mind.  We would like to know what you have already tried as it will save us both time.  We also don't want to insult your intelligence by repeating the steps that you have already tried. 

  We respect our users and some of you are very computer savvy; qualified to solve most problems yourself and have tried to solve the problem yourself.  We appreciate your efforts, so make sure to tell us about it.  Say something like, "Hi, I'm having an issue with "X" (application) and was hoping you could help me to resolve my problem.  My problem is "X" (quick-but-detailed-description) and this has been ongoing/recurring since "X" (date/time).  I tried "X" (step1), "X" (step2), "X" (step3), and "X" (step4) prior to contacting you."

• Listen carefully and try to exactly follow instructions.

  The Support person may ask you do some things that you have already done.  We know that this can be frustrating, but just remember that they don't know what you have done and need to make sure all the resolution steps have been done.