Information to include in a support request

Which details make a support request easier to resolve, including workspace, campaign, time, error message and a securely prepared screenshot.

Last reviewed: 2026-07-22

Information to include in a support request

The more precisely you describe your request, the faster support can help. With the following details, a problem can be assessed in most cases without follow-up questions. You can reach support through the contact form.

These details always help

  • Workspace: In which workspace does the problem occur?
  • Affected functional area: Contacts, campaign, caller ID, conversation results, integration or billing?
  • Campaign: If relevant, which campaign is it about?
  • Time: The approximate time at which the problem occurred.
  • Error message: The exact wording of a visible message.
  • Expectation and result: What did you expect, and what happened instead?

How to describe the problem

  1. State briefly what you were trying to achieve.
  2. Describe the steps you carried out.
  3. Give the exact wording of the visible error message.
  4. Add the affected workspace and, if relevant, the campaign.

A screenshot of the visible message can help as well. Prepare it as described in sending attachments securely.

What you should not send

Wichtig: Never send passwords, full payment details or secret keys. Support does not ask for this data. Remove any personal data that is not needed from screenshots.

Try relevant self-service first

For many topics there is already a dedicated article. For a blocked campaign start, campaign will not start helps; for import problems, CSV import fails. If no article fits, use the contact form.

Back to Help Center