Record the page URL, firm, member, record, expected action, actual result, and approximate time. Distinguish a missing module from a missing record, a disabled action, a failed read, and an empty result.
Do not include passwords, API secrets, full payment credentials, or unnecessary privileged client content.
Stop when the cause is clear. Repeatedly resubmitting a financial, invitation, or automation action can create duplicate work even when the first response was delayed.
- Refresh once and reopen the stable record link.
- Clear local search and filters, then check archived or closed scope where relevant.
- Confirm the firm module is active.
- Confirm the member's role, department, matter membership, and any ethical wall.
- Check the source record and its status, not only a summary card.
- For email, domain, payment, or API issues, review the integration's own readiness and error state.
- For totals, confirm date range, currency, accounting basis, truncation, and withheld-access messages.
Include the safe diagnostic facts, steps to reproduce, impact, and whether the issue is continuing. Support can investigate faster when the request identifies one concrete record and time window.
In the workspaceOpen support guide