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Report the behavior, not only the outcome

A useful report says what you expected, what happened instead, and the exact action that led to the result. Start with the specific troubleshooting guide when one applies, then use this process for a problem that remains unresolved.

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Include the minimum useful context

  • Workspace name and the role that encountered the issue.
  • Case ID, lead ID, or client ID when relevant.
  • Page URL or feature name.
  • Exact steps to reproduce the issue.
  • Expected result and actual result.
  • Visible error text and approximate time.
  • Browser and operating-system version.
  • Whether it reproduces in a private browser window or on another non-sensitive record.

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Capture evidence safely

Screenshots or a short recording are useful when they show the action and error. Remove or obscure passwords, API keys, portal links, financial details, passports, full forms, and unrelated client information before sharing. Do not send a full customer export when a case ID and a focused screenshot are sufficient.

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Handle urgent work

If an issue blocks a filing deadline, preserve the source data, notify the responsible team member, and use the firm’s approved manual fallback while support investigates. Do not keep retrying a destructive action or move the work to a different client record merely to bypass the issue.

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Follow up

Keep the support reference with the related case task or internal note so the team knows who owns the next action and whether a workaround was used.