Steps
- State your goal in one sentence.
- Name the app area, list or campaign, and visible status.
- Record expected and actual behaviour plus exact time and timezone.
- List the last safe steps before the problem.
- Attach a redacted screenshot only when it adds evidence.
- Send the request through the approved support channel and avoid parallel changes during critical sending investigations.
Safety checks
- The request or decision has a clear owner and timestamp.
- Only necessary, redacted evidence is included.
- No secret or payment credential is present.
- Critical sending or integration state is preserved for diagnosis.
Troubleshooting
| Problem | Solution |
|---|
| The issue cannot be reproduced | Add time, role, list, browser area, and what changed since the last working attempt. |
| A key or secret was shared | Revoke or rotate it immediately, inspect logs, and notify the responsible admin. |
| The issue concerns sending | Pause risky changes and include sender reference, Scheduled or Sent state, and timestamps. |
Frequently asked questions
What information helps support most?
Goal, area, list or campaign, status, expected and actual result, timestamp, safe steps, and redacted evidence.
Should I send a full export?
No. Share only the minimum redacted sample requested through an approved secure method.
Can I include an API key?
Never. Revoke any exposed key immediately.
What should a screenshot show?
The relevant control, status, timestamp, and safe identifiers, with personal and confidential data hidden.
Why avoid parallel changes?
They can destroy the evidence needed to find the cause and create new risks.
What if the issue is urgent?
State impact and scope clearly, preserve the current state, and use the approved support channel.
