Tips for Creating a Great Support Ticket (and Getting Help Faster!)

Last Updated: August 5, 2025

When you contact our support team, the more detail you provide up front, the faster we can help. A well-written support ticket helps us understand your issue, reproduce it, and get you a resolution without unnecessary delays.

Below are tips for submitting the perfect support ticket.

What to Include in Your Ticket

1. Use a Clear, Specific Subject Line: This helps us quickly understand your request.
   
   ✅ Good: “Error 403 when resetting password”
   ❌ Vague: *“Help!” or “Not working”
2. Describe the Issue in Detail: Tell us what’s going wrong, when it started, and how often it happens.
   
   Example:
   “When I try to reset my password I get a 403 error. This started yesterday and happens every time.”
3. Steps to Reproduce: Walk us through what you did, step-by-step. This helps us replicate the issue.
   1. Log in to the app
   2. Go to My Account
   3. Click “Reset Password”
   4. Error appears
4. Include Screenshots or Recordings: Visuals are incredibly helpful! Where possible attach the following:
   1. Use the file upload option to attach images or screen recordings
   2. Include full-screen shots when possible (showing the URL bar, too)
5. Tell Us Where It’s Happening: Include these environment details if you can:
   1. Browser or app version
   2. Device type (PC, Mac, iPhone, etc.)
   3. Operating system
   4. Are others on your team seeing the same issue?
6. Explain the Impact: Help us understand how serious the issue is:
   1. Is this blocking you from doing work?
   2. Does it affect one user, your team, or the whole organization?
   3. Is there a deadline or event tied to this?
7. Let Us Know What You’ve Tried: If you've already:
   1. Cleared your browser cache
   2. Tried a different browser or device
   3. Restarted your app or system
      …include that info so we don’t suggest the same things again.

Example of a Great Ticket

Subject: 403 error when trying to reset password in Chrome
Description: Every time I attempt to reset my password, I receive a 403 error after about 3 seconds. This started on Aug 4. I’ve tried different browsers and devices.
Steps to reproduce: See above
Impact: This blocks our team from resetting their passwords as needed for security purposes
Urgency: High – we have a deadline this Friday for users to reset their password
Attachments: (screenshot uploaded)
Environment: Windows 11, Chrome 115

How to Submit Your Ticket

1. Visit our Support Portal
2. Click “Submit a Ticket”
3. Fill out the required fields
4. Use the file upload section to attach screenshots or other files
5. Click Submit

We’ll review your ticket and respond as quickly as possible!

More details can be found on our Knowledge Base article on submitting a support ticket here: Visit our Knowledge Base article here.