How to submit an effective support request

A clear request helps us start troubleshooting faster.

Include these details

• Your name, company, location, and best callback number
• The affected device, user, website, mailbox, or business system
• What you expected to happen and what happened instead
• The exact error message, if one appeared
• When the issue started and whether it affects one person or many
• The business impact, including any deadline or blocked workflow
• A screenshot when it is safe to share one

Choose the closest category

Use Urgent Outage only when a critical service is broadly unavailable. Use Security Incident or Suspicious Activity for phishing, unexpected MFA prompts, suspected compromise, or unusual account behavior.

Never include secrets

Do not place passwords, MFA codes, recovery codes, API keys, private keys, or payment card data in a ticket. Zerolimit Consulting will provide a secure handoff method if sensitive information is required.

You can add updates and attachments to the same ticket rather than opening duplicates.