What to include in a support ticket

A useful support request explains the expected result, what happened instead, and the steps that consistently produce the issue.

Include these details

• Product name and version (or marketplace item version)
• URL or screen where the issue occurs
• Browser or server environment (PHP, database, hosting panel if relevant)
• Exact error text or screenshot (redact sensitive data)
• Whether behavior changed after an update, migration, or configuration edit
• Steps to reproduce from a clean starting point

Choose the right request type

• **Product support** — something broken or regressed in existing functionality
• **Customization** — new behavior or workflow change beyond current configuration
• **Account or license** — access, entitlement, or purchase verification

Selecting the correct category routes your request to the right team faster.

Security reminders

Never send passwords, API keys, payment card details, database dumps, or unredacted personal data in a ticket.

If credentials are required for investigation, use a secure method your support contact provides—not email attachments.

For customization requests

Describe the **business outcome**, who uses the workflow, and what “done” looks like—not only UI mockups. Reference related products or integrations involved.

After you submit

• Note the ticket reference number
• Respond promptly if support asks for clarification
• Confirm when a fix or workaround resolves the issue so records stay accurate

Open tickets through the customer portal when you have an account, or contact for pre-sales questions.