Choose the channel
Email is the default. It keeps the report, our questions and the fix in one thread, so nothing depends on someone remembering a phone call. The ticket form on the support page reaches the same team.
- Email: support requests, questions and change requests.
What to include
- Site or system The domain or system name, and whether it is the live site or staging.
- What happened What you did, what you expected and what you saw instead. Paste error messages as text.
- When and who Roughly when it started, and whether it affects everyone or only some users, browsers or devices.
- Screenshot or recording A screenshot with the address bar visible, or a short screen recording of the steps.
- Business impact Whether it stops orders, leads or customers right now, or can wait.
Use a clear subject
Start the subject with the site or system name, so the request reaches the right people at a glance. The ticket form adds the priority for you.
Support request: [site or system]