Please help us to work on your customer’s message as quickly as possible. Here’s what you can do:
To pass on requests, please use our support form.
Mention the customer’s details so they can be identified right away
Settings-ID
URL in question
(If applicable) name of the customer
Is it a partner? Or an end customer?
(If applicable) which Template ID or data processing service does this request relate to?
What’s the issue / error about?
Is there a screenshot or video giving further information?
Is there an error message?
What exactly isn’t working as expected?
How can the issue be reproduced?
Which steps does the customer take before the error comes up? Again, screenshots or videos can be helpful
Which browser is affected?
What’s the name of the browser?
What’s the browser version?
Does the issue happen in multiple browsers? If so, what are their names and versions?
Does the user browse in incognito mode or use other tools that block access to the local storage of the browser?
Which operating system is affected?
What’s the name of the operating system?
What’s the operating system’s version?
Does the issue happen on multiple operating systems? If so, what are their names and versions?
If a customer has a question (like “can I do XYZ / does XYZ work with your solution”)
What exactly does the customer want to achieve?
What is the use case that brought them to their question?
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