Use the troubleshooting guide to capture the URL, record identifier, time, expected result, actual result, and business impact. Check whether another administrator already submitted the same issue.
Priority describes impact, not frustration. Include the affected deadline when timing matters.
- Low: a question or minor inconvenience with a clear workaround.
- Medium: a workflow is impaired for one or more users, with work still possible.
- High: important client or firm work is blocked or financial accuracy may be affected.
- Critical: active security, confidentiality, broad outage, or severe data-integrity risk requiring immediate internal escalation.
Use record IDs, redacted screenshots, timestamps, and exact error text. Never submit passwords, session tokens, private keys, API secrets, full card data, or more client content than the issue requires.
The Help center's Request support action writes to the platform's support-request service. Its success message confirms recording; it does not invent a response deadline.