A few useful details help us understand the issue and get the right conversation started.

Start with the service

Choose the service that is affected. If more than one service is involved, pick the one with the biggest impact and mention the others in your description.

1. Use a clear subject, such as “Outlook cannot send from the sales mailbox.”
2. Tell us what you expected, what actually happened, and when it started.
3. Explain who is affected: one person, a team, or everyone.

Include what helps

Add the relevant domain, order reference, application version, and any exact error message. Screenshots are useful when they show the issue clearly.

1. Remove personal or confidential information from screenshots.
2. Include the time and time zone of the issue.
3. Mention any recent changes and the checks you have already tried.

Keep the conversation together

Reply in the same ticket when you have an update. This keeps the context in one place. For a separate issue, create a new request.

Never include passwords, private keys, payment card details, or one-time verification codes in a ticket.