What Information Should I Include in a Support Request?

When submitting a support request, include as much of the following information as possible:

• your full name;
• company or organization;
• telephone number;
• email address;
• computer or device name;
• application or service affected;
• clear description of the issue;
• exact error message;
• date and approximate time the issue started;
• whether the problem is continuous or intermittent;
• whether other users are affected;
• troubleshooting already attempted.

Screenshots

Screenshots are very useful when an error message is visible.

Do not include passwords, security codes, confidential client information or other sensitive data in screenshots.

Good example

Outlook stopped receiving new email at approximately 10:30 a.m. today. Sending still works. Other staff members are receiving email normally. I restarted Outlook but the issue remains. My computer name is FRONTDESK-02.

Less useful example

Email not working.

The more specific the request, the easier it is for the technician to begin troubleshooting.