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Good support details make issues faster to diagnose.

Collect facts before trying broad fixes. A clear report should let someone reproduce the issue or identify which system changed.

The best support report is narrow. Identify the smallest record, user, link, or run that proves the issue.

Include These Details

Workspace name.
Page URL.
Record name or ID.
User email address affected by the issue.
Approximate time the issue happened.
Expected result.
Actual result.
Error message text.
Screenshot or screen recording when useful.

Include Recent Changes

Mention recent role changes, module changes, connected app changes, DNS changes, payment gateway changes, imports, workflow edits, or AI Worker edits.

Also mention whether the issue affects one user, one workspace, one record, or everyone. Scope is often the fastest way to separate permission issues from system, integration, or data issues.

Describe the path that failed, not only the page. Include what you clicked, which record you used, what you expected next, and where the behavior stopped. This is especially important for public links, payments, workflows, imports, and email delivery.

Do Not Send Secrets

Do not send passwords, API keys, payment card numbers, bank details, full access tokens, or private customer data that is not needed for the issue.

Useful Evidence

For UI issues, include the page URL and screenshot. For email, include the record that sent the email and the recipient address. For payments, include the invoice or checkout link and provider transaction ID when available. For workflows or AI Workers, include the run detail link and the trigger record.

For imports, include the import type, file name, failed row sample, mapping, and error text. For public links, include the exact customer-facing URL and whether it was tested in a private window.

Reproduce Once Before Reporting

Try the smallest safe reproduction before escalating. Refresh the page, check a private window for public links, compare another user with the same role when the issue is permission-related, and test a different record only when it will not create duplicate customer-facing messages or payments.

Do not repeatedly retry sends, payments, imports, workflow runs, or AI worker actions without checking whether a previous attempt already created records or contacted a customer.

Use Module-Specific Evidence

Match the evidence to the feature. For CRM, include the contact, account, deal, or ticket. For finance, include the invoice, estimate, payment, credit note, or checkout order. For scheduling, include the booking page, event type, host, and timezone. For workflows or AI Workers, include the run detail and trigger record.

This keeps support from guessing which system owns the failure and reduces the need to ask for broad workspace access or unrelated exports.

What Support Should Not Need

Support usually does not need broad exports, full customer lists, password manager screenshots, private API secrets, or unrelated financial records. Provide the narrow record, timestamp, and action that failed.

If sensitive data is unavoidable, redact anything not needed to reproduce the problem. Keep the report focused on the smallest record or action that proves the issue.

When a provider is involved, include the provider name and provider-side status or transaction ID when available.

Before You Escalate

Before escalating:

Reproduce once safely.
Confirm workspace and user.
Capture the exact record or public link.
Copy the exact error message.
Note recent changes.
Remove secrets from screenshots or logs.

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