How to Submit a Great Support Ticket

This article explains how to submit a support ticket that gets a fast, accurate response. The goal is simple: give us enough detail to solve the issue without multiple follow-ups.

The short version

The best support tickets include a clear subject, what you were trying to do, what happened instead, and a screenshot. This helps us resolve issues faster.

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What to include in every ticket

These details help us understand the issue quickly.

• Subject line: A short summary of the issue (example: “Cannot upload files”)
• What you were trying to do: The goal or action you attempted
• What happened instead: Any error message, unexpected behavior, or result
• Where it happened: The page, section, or project name

Screenshots and screen recordings

A screenshot often solves problems faster than a long explanation.

• Include a screenshot that shows the full screen when possible
• If the issue is hard to capture, include a short screen recording
• If an error message appears, include it in the screenshot

Device and browser information

Many issues are browser- or device-specific. Include:

• Your device (example: Windows laptop, iPhone, iPad)
• Your browser (example: Chrome, Edge, Safari)

For website change requests

If your ticket is a website update request, include:

• The page name and section to be updated
• The exact text you want added or removed
• Any new images or files needed

For billing questions

If your ticket relates to billing, include:

• The invoice date
• The service name
• What you expected to see

Where to go next

Recommended next articles:

• Read How to Get Help and Support for the full support process.
• Review Common Issues and Quick Fixes before submitting a ticket.
• Visit Messaging and Support Tickets Inside the Hub to choose the right option.