Before you send a ticket: what to gather so it is solved in one reply
Most back-and-forth on a ticket comes from the same missing details: which page, which device, what you expected, and what actually happened. Gather the items below before you open the support form and the person who picks up your ticket can start on the fix instead of the questions. You do not need to be technical. You only need to be specific.
6 min read · Updated 2026-10-17
When to use this
Use this before you send any request through the support form, especially for something that looks broken. For plain content changes, the first group is usually all you need.
For every ticket, whatever the problem
- Write the full address (URL) of the page, copied from the browser address bar, not the page name.Sites often have several pages with similar names, and a copied address removes any doubt about which one you mean.
- Write one sentence that starts with "I expected ..." and one that starts with "Instead ...".The gap between those two sentences is the bug, and it tells us what to test.
- Note when it started, as close as you can: today, after a specific change, or after a specific email from someone.A start date lets us line the problem up with updates, edits and renewals.
- Note whether it happens every time, sometimes, or only for you.
- Say how urgent it is for the business in plain words, for example "the booking form is the only way customers reach us".Context helps your project manager decide what to look at first.
- Send one request per ticket. If you have three unrelated issues, submit them as separate tickets.One ticket is handled as one piece of work. Several tickets sent in the same session are merged into one, so unrelated issues in one message get tangled. See one ticket per request.
Your device and browser details
- Write down the device (for example "iPhone 14" or "Windows laptop") and the browser (Chrome, Safari, Edge, Firefox).Some problems only show up in one browser or on one phone.
- Say whether you were on Wi-Fi or mobile data.
- Open the page in a private or incognito window and note whether the problem is still there.If it disappears in a private window, the cause is usually something saved in your own browser, which is covered in clear cache and refresh.
- Try a second device or another browser, and note the result in one line.A problem that appears everywhere is on the site. A problem on one device is usually local.
- If you are logged in to the website admin, say so and say which user you used.
If something looks wrong or broken on the site
- Take a screenshot of the whole screen, including the address bar, and add the date and time to your message.Including the address bar proves which page and which address you were on.
- Record a short screen video with Loom if the problem involves clicking or scrolling, and send the link.A 30-second video of the problem often replaces a long written description.
- Copy any error message word for word. Do not paraphrase it.
- Say what you clicked just before it went wrong, in order, step by step.
- Say whether other pages work normally. If the whole site is affected, read my website is down first.
- Note whether it looks wrong only on a phone, and send a screenshot taken on that phone.Phone-only layout bugs are common and need a phone screenshot to reproduce. See site looks wrong on mobile.
If a form or email is not working
- Send the address of the page the form is on and the name of the form, for example "Contact us" or "Get a quote".
- Submit a test entry yourself and write down the exact time you pressed send.The exact time lets us find that one submission in the logs.
- Tell us which email address should have received it, and check that inbox and its spam folder.
- Say whether the visitor saw a success message, an error, or nothing at all.Each of these points to a different cause, from a blocked email to a broken button.
- Say when you last received a real enquiry from this form.It tells us how long the form may have been failing. Details are in forms not sending emails.
If you cannot log in or something looks like a security issue
- Tell us the exact message you see when login fails, and which address or username you typed.
- Say whether you have already tried the "forgot password" link and whether the reset email arrived.It separates a wrong password from an email delivery problem. See reset your password.
- Never put a password in the ticket. We can reset access without seeing one.Passwords in email or forms can be read by anyone with access to those messages.
- If you see pages, links or users you do not recognize, say exactly what and where, and send a screenshot. Then read suspected hack.
- Say who else has a login and whether anyone left the company recently.
If it is about Google, search or reports
- Send the exact search phrase you typed, the date, and a screenshot of the results page.Results differ by location and device, so the screenshot shows what you actually saw.
- Say which page you expected to appear and send its address.
- For a number that looks wrong in a report, send the report name, the date range, and the number you expected.Numbers often differ between tools for legitimate reasons. See why numbers differ.
- For wrong answers from ChatGPT, Gemini or Perplexity, copy the exact question you asked and paste the full answer. See fix wrong AI answers.
- Note what changed recently: a redesign, a new domain, a removed page, a new plugin.
How to send it
- Put screenshots, videos and documents in Google Drive, Dropbox or Loom and paste the share links into the form.Attachments are sent as links. Check that the link opens for "anyone with the link", or we cannot see it.
- Give the ticket a subject that names the page and the problem, for example "Quote form on /contact/ shows error".
- Read your message once as if you knew nothing about your business. If a stranger could act on it, send it.
- Use the support form and then wait for the team to follow up before sending a second ticket on the same issue.Duplicate tickets split the history of one problem across two threads.
Questions people ask
Do I really need a screenshot for every ticket?
No. Content changes such as new text or a new image need the page address and the exact wording, not a screenshot. Screenshots matter most when something looks wrong or broken, because they show us what you see. If you can, include one with the address bar visible and add the date and time.
Can I send my website password so you can look at the problem?
No, and please never do. We do not ask for passwords and you should never put one in a ticket, email or chat. If we need access to something, we can reset or grant it without seeing your password. If you have already sent one, change it and tell us in the ticket.
How do I send a large file or a video?
Upload it to Google Drive, Dropbox or Loom and paste the share link into the support form. Attachments are sent as links rather than uploaded files. Before sending, open the link in a private window to confirm that anyone with the link can view it.
What if I have several problems at once?
Send each one as its own request. We handle one ticket per submission, and several tickets sent in the same session are merged into one. If the problems are related, say so in the first line. If they are separate, put one issue per message so each can be tracked and finished.
I am not sure what the problem is. Should I still send a ticket?
Yes. Describe what you see in plain words, add the page address and a screenshot or short video, and say what you expected. You do not need to name the cause. Working out the cause is our job, and a clear description of the symptom is the best starting point.
Sources
- Google Chrome Help: Clear cache and cookies · No date shown
- Google Search Console Help: Page indexing report · No date shown
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