Mautic Support: How to Get Help from the Mautic Community

Mautic Support: Get Help from the Mautic Community

If you are a Mautic community user or Mautic self-hosted user, chances are you are going to need help, a lot of times…

Have you noticed how some requests seem to get a lot of attention while others seem to be ignored? Some users seem to get their questions answered fast while questions from other users go unanswered forever and finally fade into oblivion.

Also, it would seem some questions get well-thought responses while others get short answers that seem not to be helpful at all.

If you are one of those guys who’s questions tend to go unanswered, this post will help you get proper answers almost every time.


Where can you get answers for your Mautic questions?

There are several ways to get help if you are a user of Mautic self-hosted.

Google: Google should always be your default and primary source for help, by using Google you can find one or multiple answers to your questions immediately and those answers are probably going to be more detailed than what you can get on slack. Asking Google first, even if you don’t find the exact answer you were looking for, will at least give you some extra information that you can use to make better questions that have a greater chance of being answered.

Forums: Some questions are better suited for forums. Slack is a wall-like chat platform, where things can get lost pretty fast, especially on busy days at busy hours, If your question is complex or might need some time to get to the proper answer, chances are you should be using the forums (yes I know, forums are receiving little love from the Mautic community since the last site “upgrade” disaster, however, a new site is on the works and should be accessible to everyone shortly. With forums, it’s a matter of patience, if you post a question, chances are greater that, sooner or later, it will get answered.
There are many forums where you can answer technical questions.
The official Mautic Support forum is located at:
Support forum is located at:
https://forum.mautic.org/c/support

Github: If you are a real geek you probably are already acquainted with how GitHub works, this is the ideal place to find information about bugs, find ways to fix broken things and report new issues you have encountered. If you are willing to do the walk and are of the patient type, you might not only find answers but also new code to fix your current issues. Here´s the Mautic GitHub repository. On the other hand, if you are not already familiar with GitHub, be ready to spend a lot of time learning its ins and outs.

UPDATE: As of October 2019, the Mautic #Support slack channel has been terminated in favor of the new mautic.org website and forums.
Support forum is located at:
https://forum.mautic.org/c/support

Slack: Here’s the favorite tool, Slack promises immediate answers to your questions, however, this is not always the case, so to have greater chances follow these rules:


How to actually get your questions answered.

Be polite, kind and patient
Mautic is a community, we are all volunteers and we don’t get paid for answering your questions.

Don’t ask questions that can be found on Google
The amount of their own time volunteers can spend answering questions is rather limited, hence not every help request can be answered, so do your homework and ask google first.

Ask in the right places
Mautic’s Slack has many channels, before asking, try to choose the right one for your question.

Don’t cross-post 
Posting your question several times on different places will NOT get you answers any sooner, and it might prevent you from receiving any answers at all.

Don’t ask for support via PM
Give us some privacy, PMing your questions is intrusive and has little chances to get you the answers you want.

How to post your Mautic Support question.

– Start by specifying which version of Mautic are you using.

Post the error message you got and be specific about the problem at hand.

– Expose the issue with precision. Don’t tell us the whole story of your life. Cut to the chase!

– Ask one question at a time, one concise question, if it can’t be stated in 3 lines, you need to do some work first.

– Make sure your problem is directly related to Mautic.

– When posting errors to slack – surround all the code in three backticks “` code “`  (thank you Robert Went)


I hope this short post has been helpful and you get more answers from now on, but if you don’t, always remember, we don’t know everything, we are just some guys like you that happen to have been around longer…

If you want even better advice, you might be interested in the following, much more in-depth articles:

– How To Ask Questions The Smart Way, byEric Steven Raymond:

http://www.isc.cnrs.fr/informatique/TheSmartWay.htm

– How to Report Bugs Effectively by Simon Tatham:

https://www.chiark.greenend.org.uk/~sgtatham/bugs.html

( Thank you @Andrass Gray )


Yosu Cadilla

Hi, thank you for reading this article, hope you found it useful. My name is Yosu Cadilla, I've been both a Marketer since 1996 and a Systems Administrator since 2000, switching back and forth and mixing both trades. Since discovering Mautic, I've been specializing in large Mautic deployments as well as Mautic for agencies. Nowadays all my clients are Mautic related (except just one that I've been working with since 2013). If you are planning on deploying Mautic on a large scale, or if you are undecided about Mautic being a good fit for your organization... let's have a chat! yosu.cadilla@gmail.com