Sending attachments securely

Sending attachments securely

A screenshot or a short example file can help support understand a problem faster. To avoid sending sensitive data unnecessarily, prepare attachments deliberately before you send them.

When an attachment helps

An attachment is worthwhile mainly when text alone does not describe the problem clearly:

• a screenshot of a visible error message;
• a view that shows the affected functional area;
• a small excerpt of a CSV file that illustrates an import problem.

Send only as much as is genuinely needed to resolve the issue.

What to remove before sending

Check every attachment for data that support does not need:

• passwords, credentials and secret keys;
• full payment or bank details;
• personal data of third parties that is not relevant to the request;
• complete contact or lead lists when a small excerpt is enough.

Redact or remove any details that are not needed before you attach a screenshot.

Preparing screenshots properly

Show only the relevant area where possible. A crop with the visible error message is often more useful than a full screen with a lot of extra information.

Briefly label the crop if several messages are visible, so support can identify the relevant spot right away. Also state which functional area the screenshot was taken in.

Wichtig: Never send passwords, full payment details or secret keys as an attachment. Support does not ask for this data.

Hinweis: For a CSV excerpt, a few example rows with the header line are enough. Replace real personal data with example values if needed.

Related topics

• Contacting support
• Information to include in a support request
• CSV import fails