Report a problem safely

A good problem report explains the intended outcome, the observed result and the shortest repeatable path between them. It contains enough identifiers to locate authorised logs without copying sensitive business data into the ticket.

In the app: /help

Before you start

• Try the relevant Help Centre troubleshooting article and note the result.

• Identify whether the issue affects one user, one record, one workspace or everybody you can check safely.

Step by step

1. Write the expected and actual behaviour

Use one sentence for what should have happened and one for what happened instead, including the exact visible error.

2. List minimal reproduction steps

Start from a named page and list each click or input needed to reproduce the issue. Mention whether it happens after refresh or in a new session.

3. Add safe context

Include the workspace name, project or record name, page path, time with timezone, browser and affected role. Do not send authentication tokens or database identifiers unless support asks through a secure channel.

4. Prepare a redacted screenshot

Capture only the relevant area and hide personal data, vendor commercials, confidential answers, payment information and secrets.

5. Keep one support thread

Reply to the existing ticket with new evidence and confirm when the behaviour changes. Duplicate tickets make the timeline harder to follow.

Never include passwords, one-time codes, API keys, webhook URLs, full payment details or secret-bearing screenshots.

What happens next

• Support can correlate the time, page and authorised workspace context with service logs and ask for targeted follow-up.

• Record any temporary operational workaround in the relevant project so collaborators do not unknowingly repeat the issue.

Troubleshooting

The issue cannot be reproduced

Add the original state, timing, user role and whether the record later changed. Intermittent reports still benefit from a precise timestamp.

The screenshot contains confidential data

Remove it and upload a newly redacted image rather than relying on a note asking viewers to ignore the data.

The problem may be a security incident

Stop sharing details broadly and use the designated security or support channel immediately.