Getting Support
What to include in a support ticket
A few key details in your ticket help our technicians understand the issue and fix it faster, often on the first try.
Self-help article2 min readHelp is one ticket away
The essentials
- Who is affected: just you, a few people, or the whole office
- What you were trying to do when the problem happened
- The exact error message, or a screenshot of it
- When it started and whether it happens every time
- The device name or type (for example, Windows laptop or iPhone)
- Anything you already tried, such as restarting
How to take a screenshot
- Windows: press Windows + Shift + S, select the area, then paste it into your ticket or email.
- Mac: press Command + Shift + 4, select the area, and the image saves to your desktop.
- iPhone: press the side button and volume up together.
- Android: press power and volume down together.
Never include passwords in a ticket or email. Our technicians will never ask you to send your password.
Good vs. vague
Vague: "Email not working." Better: "Since this morning, Outlook on my Windows laptop shows a Disconnected message. Webmail works. I restarted the laptop already."
Still need help?
If these steps did not solve the problem, our team is ready to help.
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