Export a Diagnostics Support Bundle for CodeCanyon Support

Outcome

By the end of this tutorial, you will know how to use SophMate for SophMate diagnostics support while keeping the work reviewable inside WordPress.

Scenario

The site owner sees a provider or deployment issue and wants a clear report for support without exposing secrets.

What the image shows

The tutorial image shows Diagnostics and Support context where environment checks, connectivity, plugin inventory, extensions, and support reports are prepared.

Before you begin

• Confirm SophMate is active and the relevant module is available to your user role.
• Check provider, budget, and approval settings before asking SophMate to draft or execute work.
• Keep customer data, API keys, and private credentials out of prompts unless the workflow is explicitly designed to handle that context.

Guardrail

Use these records to explain behavior without disclosing secrets or unnecessary customer data.

Common mistakes to avoid

• Contacting support without fresh diagnostics and reproduction steps.
• Sending raw server details or screenshots that include secrets.
• Treating a warning as resolved without rerunning the check after the fix.

Step 1: Open Diagnostics and Support

Go to SophMate > Diagnostics and review environment checks, connectivity checks, Image Studio status, plugin inventory, theme details, and PHP extensions.

Step 2: Run or refresh checks

Refresh the diagnostics if the issue just happened. Fresh data makes support faster and avoids chasing resolved errors.

Step 3: Copy the report

Use Copy Report for a quick text summary. Review the content before pasting it into a support request.

Step 4: Create a support bundle when needed

Use the bundle option for deeper troubleshooting. Confirm what is included and avoid attaching unrelated site data.

Step 5: Add reproduction steps

Support reports are strongest when paired with exact steps, expected behavior, actual behavior, and the affected SophMate screen.

Review checklist

• Report is current.
• Secrets are not included.
• Steps to reproduce are written clearly.

Success signal

The diagnostics workflow is successful when support can see the environment state, failed check, and reproduction steps without receiving provider keys or unnecessary private data.

What to document

Document the event chain, check results, support-safe report, reproduction steps, redaction review, and owner for the next action.

Owner and cadence

The site administrator or operations lead should review these records after incidents, before support contact, and during governance checks.

Escalate when

Escalate when support evidence is incomplete, redaction is uncertain, or the event chain cannot explain what happened.

Related SophMate paths

• Features/Diagnostics
• Contact

Next action

Run this workflow on a low-risk example first. Once the result is easy to review and explain, decide whether it should become a repeatable playbook, workflow, watcher, agent, or documented team process.