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Our maintainers, support patrol and wonderful fellow community members are happy to help you when you need help! Help *us* help *you* with the following tips.
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## Before Asking for Help
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-**Check the documentation**: Before posting your support question, we encourage you to consult the [Astro documentation][docs]. We include helpful [guides & recipes](https://docs.astro.build/en/recipes/), as well as [complete reference for errors](https://docs.astro.build/en/reference/error-reference/). You can even run the `/docs` command to search the docs (privately) right in Discord!
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-**Search the Discord**: If you have a question, it may have already been asked and answered on the [Astro Discord server][discord]. You can use the global search bar in the top right to search the entire server, or use the search bar in the `#support` channel to search for support posts directly.
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-**Search for existing issues**: If you already suspect your issue to be a bug, search existing [GitHub issues](https://github.com/withastro/astro/issues) to see if one already exists. Otherwise, you can create a new issue to report your bug. If you want help confirming it's a bug, or creating a reproduction, post to the `#support` channel in the [Astro Discord server][discord].
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## Where to ask
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-**`#support`**: We actively monitor the support channel in the [Astro Discord server][discord]. This is by far the best place to ask.
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-**`#support-ai`**: We have an AI support channel powered by [Kapa.ai](https://www.kapa.ai/). Answers here may not always be accurate, but it can be a good starting point when debugging issues with Astro. This channel isn't heavily monitored, so if you need further assistance, please follow up in `#support`.
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-**Stack Overflow**: We do monitor Stack Overflow for Astro questions, and try our best to answer. Stack Overflow is great, since questions remain public and indexed by search engines, but it doesn't allow for longer conversation in the case of more complex issues.
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-**Support Squid**: A support forum for Astro-related topics, made by community members. If you do not use Discord, this is another platform that is actively monitored.
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## Where **NOT** to ask
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-**Twitter/X/Bluesky**: Some of our community members are active on these social platforms, but we don't actively monitor for support questions.
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-**GitHub**: Astro uses GitHub issues to track bugs, not support requests. Please join our [Discord server][discord] to ask for help.
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## Providing Context
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:::[caution]
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Please avoid using screenshots of code, as they can be hard to read, and we may need to copy your code to create a reproduction.
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:::
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When asking for support, providing helpful context is important to equip others with the information they need to assist you. Examples of context that can assist support squad include:
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-**Errors**: If your issue includes an error, please include the error message in its entirety.
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-**Reproductions**: If possible, create a minimal reproducible example, which could be a GitHub repository, StackBlitz, IDX, CodeSandbox, or Gitpod link. A guide can be found in the Astro docs: [Creating a minimal reproduction](https://docs.astro.build/en/guides/troubleshooting/#creating-minimal-reproductions)
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-**Code snippets**: If a reproduction isn't possible, provide code and config files related to the issue you're having. In Discord, code snippets can be created using a pair of 3 backticks (\`\`\`) surrounding your code. You can add optional syntax highlighting by adding a language after the first line of backticks (Discord doesn't support `astro`, so `tsx` is recommended for Astro code).
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``````md
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```tsx
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---
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interface Props {
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name: string;
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}
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const { name } = Astro.props;
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---
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<h1>Hello, {name}!</h1>
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```
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``````
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-**Environment Information** - You can run `npx astro info` in your project's directory to generate helpful info about your project & environment.
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-**Tags** - The `#support` forum provides tags for the various topics we receive support questions on. Some community members use these tags to filter for posts on subjects they have experience with. Using the correct tags lets others help you better!
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## Etiquette
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-**Conduct**: Astro strives to maintain a healthy and positive community. We expect members to follow our rules (see `#rules` in Discord) and [CODE OF CONDUCT](https://github.com/withastro/.github/blob/main/CODE_OF_CONDUCT.md)
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-**Mentioning/Pinging Individuals**: If it doesn't matter WHO answers your question, then don't ask an individual member! This can discourage others, who may be available to help, from responding because they think you're having a conversation. Do not assume that an individual is available, and keep your questions and conversations open and inviting!
description: Learn how to be helpful in our community support efforts.
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description: Learn how you can be helpful in Astro's community support efforts.
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---
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:::caution
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This site is a work in progress
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:::
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We use this site to document ways to help out in Astro community support efforts.
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## How can you Contribute to Support?
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- Answering questions in `#support` (note: mention `#support-ai`?)
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- Providing a reference from Astro docs is highly recommended (see [knowledge base](#knowledge-base))
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- Providing a working example that solves their problem
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- Instead of providing a specific solution, try to provide a general solution that can be applied to similar problems
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- Answering questions on [Support Squid](https://get.supportsquid.ink) StackOverflow or Reddit (note: expand to give brief instructions & links to SO guides)
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- Sorting GitHub withastro/astro issues, contributing with comments, tests, reproductions, or even fixes.
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- How support squad can help docs: https://contribute.docs.astro.build/roles/support-squad/
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## Roles
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-**Support Squad**: Anyone can assign themselves the "Support Squad" role in the `Channels & Roles` section of the [Astro Discord server](https://astro.build/chat). This helps let others know you're interested in helping, and may be occasionally mentioned for support related events.
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-**Support Patrol**: A role for people who have been actively helping others in the Astro community.
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## Providing Support
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### Searching for Previous Answers
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Discord provides built-in search features, both for the server, and for each forum. The server-wide search is much more feature complete, and is the one we'd recommend using.
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### Handling Situations
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*reusable phrases, how to exit a situation, etc.*
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## Knowledge Base
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-[Astro docs](https://docs.astro.build): Guides, API reference, and everything else!
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- Examples: [astro.new](https://astro.new/), [themes](https://astro.build/themes/) and community repositories
`@support-patrol` is a role for people who have been actively helping others in the Astro community, for example:
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- Helping in `#support` threads
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- Helping in channels like `#general`, `#starlight`, `#vercel`, `#netlify`, etc.
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- Helping in Astro repos with issues and PRs
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- Helping outside of the Astro community in places like Stack Overflow, Twitter/X, Mastodon, Reddit, Twitch/Youtube streams, etc.
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## Nominating
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If you are in `@support-patrol` and you have noticed someone actively helping others you can invite them to the role.
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To nominate someone, post a message in the `#support-squad` channel nominating the person, for example:
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> I want to nominate `@[name]` for `@support-patrol`, they have been really great at helping people in `#support` threads!
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## Voting
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Once someone has been nominated for the `@support-patrol` role, anyone can vote for the person using a positive emoji reaction on the nomination message like `+1` or 👍.
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If you do not agree with a nomination or don't know anything about the nominee, it is best to absatin from voting. If the vote passes the nominee will be able to the channel history.
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If the nomination message recieves more than 3 positive reactions after 24-48 hours than it is considered a passing vote.
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## Inviting
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After a nomination vote has passed, the nominator can send a private DM to invite the nominee or ask a `@support-mod` to do it.
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This invitation should include:
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- An invitation to the role
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- An explanation of what the role is
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- A thank you for their help
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### Invite Template
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Feel free to modify this template as you see fit!
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> :wave: Hey [Name]!
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>
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> The Support Squad in the Astro Discord wants to invite you to the `@support-patrol` role, would you like to join?
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>
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> This role is all about recognizing you as an active helper in the community and gives you the option to be involved in (or at least, an observer to!) our support efforts at a deeper level.
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>
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> You are invited to take part in our discussions in the private `#support-squad` channel about how we provide support to the community, analyze metrics, plan meetings. We also get briefed by core on upcoming features, docs changes etc. Your name will appear higher in the role list and you may get pinged if someone needs help, although this can be disabled, just like any other Discord notification.
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>
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> There are no commitments or requirements for joining. This is an opportunity for us to recognize the efforts that you have already demonstrated, and to let other community members know that you are a trusted support giver. Becoming a Support Patrol member means you're a friendly presence in the community, someone others can trust for guidance.
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>
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> Let us know if you are interested. Either way, thanks for helping others around the community and being awesome! :green_heart:
| Adam Matthiesen |`@matthiesen.dev`|@adammatthiesen|
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| Paul Valladares |`@dreyfus.`|@dreyfus92|
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| Ginger |`@gingerchew`|@gingerchew|
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| Louis Escher |`@louisescher.dev`|@louisescher|
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| Lukas Trombach |`@lukets4328`|@Trombach|
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| Matthew Justice |`@arknoodle`|@justiceMatthew|
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| Reuben Tier |`@otterlord.dev`|@theotterlord|
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## Feature Experts
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This reference can be used by support squad to find further assistance with a specific feature if you need help to resolve an issue. This is especially helpful when dealing with unexpected behaviour or are unable to pinpoint a possible bug.
@@ -39,5 +56,5 @@ This reference can be used by support squad to find further assistance with a sp
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You can silently mention using the `@silent` prefix on your message. This will prevent a push notification being sent to any user or role mentioned in the message, and users will still see the red notification in their Discord app.
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```
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@silent @otterlord Can you take a look at **X**?
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@silent Can you take a look at **X**, @otterlord.dev?
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