What to include in a support ticket

A clear ticket should tell support what happened, what should have happened, who was affected, and how urgent the issue is.

Useful details

• Workspace or business name.
• Agent name, phone number, conversation ID, caller number, or message ID.
• Date, time, timezone, and affected channel.
• Expected behavior and actual behavior.
• Screenshots, recordings, or logs when available and appropriate.

Security reminder

• Do not paste passwords, payment card details, private keys, or unnecessary personal information into a support ticket.