1. Describe the outcome State what you expected, what happened, the tenant or organization affected, the product and device used, the people or records affected, and whether work can continue safely.
2. Add useful evidence Include the exact error or warning code, trace ID, date and time with time zone, version and build number, safe reproduction steps, and redacted screenshots or document samples when necessary.
3. Complete safe checks Search the Support Hub and complete the documented safe checks first. Do not keep retrying a payroll, payment, import, or webhook action when the earlier attempt may already have completed.
4. Keep the case secure Do not attach passwords, PINs, verification codes, tokens, API secrets, full bank information, payment-card data, or unredacted identity documents.
5. Follow the case Use the protected ticket area for questions and updates. Keep the same case updated when the same issue changes instead of opening duplicate cases.