Before opening a ticket
Run the relevant troubleshooting guide and capture exactly one affected record. Distinguish the last confirmed successful operation from the first failed one.
Ticket checklist
- Area: for example Hosted, Coexistence, Instagram, AI Brain, Connect Hub, Calendar, Sales or Android.
- Impact: number of affected conversations/records and whether work is blocked.
- When: approximate timestamp and timezone, plus whether it is repeatable.
- References: masked account/phone, ticket, lead, document, calendar booking or integration event IDs.
- Steps: what you clicked/sent and what result you expected.
- Evidence: redacted screenshot or safe provider error code, last visible queue/job state.
- Previous actions: any reconnection, retry, account switch or settings change attempted.
Priority guidance
Treat exposed credentials, suspected cross-organization access, irreversible data changes and ambiguous financial charges as urgent security/operations matters. Missing a preview image or a cosmetic UI issue generally requires a different priority from lost production lead delivery.
Do not include
Secrets, OTPs, raw tokens, unredacted customer exports, provider authorization headers, private WhatsApp session files or unrelated customer data.
After submission
Open Help & Support and follow the ticket's public replies. Do not submit the same issue repeatedly unless the portal explicitly requests a new case. Verify the customer-visible behavior after support reports a fix.