What to include in a support request

Before you start

• Describe the issue in simple words with one concrete action.
• Include real customer, job, quote, or invoice names when they help identify the case.
• Use normal business terms such as roofing, HVAC, invoice, or job when that is how your operation names the work.
• Do not include passwords, private codes, banking details, or information that is not needed.

1. Write a clear subject

1. Summarize the issue in one short phrase.
2. Name the main action: sending an invoice, opening a quote, reviewing a payment, or finding a customer.
3. Add the type of work if it helps, such as roofing or deep cleaning.

2. Add details support can use

In Details, write enough for support to understand the case without asking for the same information again.

• What you were trying to do: for example, send a roofing invoice.
• Where you were: customer, job, quote, invoice, calendar, or settings.
• What happened: the button did not finish loading, an option was missing, or a message appeared.
• What you expected: the invoice to send, the job to open, or the change to save.
• What you already checked: customer email, date, amount, service, or permissions.

3. What not to include

• Do not write your password.
• Do not share private access or verification codes.
• Do not paste full banking details.
• Do not add customer information that is unrelated to the issue.
• Do not send an empty or overly broad message like "it does not work".

4. Where to open the request

1. Click Help in the top right.
2. Choose Contact support.
3. Complete subject and details before sending.

5. States and controls you may see

The verified version shows subject and details. Category and priority did not appear in this form.