Give your team a clearer picture of the issue.

Screenshots and files can help explain a problem. Confirm supported uploads and access settings during onboarding.

Request access Explore tools
rich support context
Multimedia issue intake
PII warning visible
Uploads
Screenshot
checkout-error.png
1280x720
Video
repro-steps.mp4
00:42
Log
browser-console.txt
attached
Issue context
Page
/checkout
captured from portal
Error
payment form resets
customer report
Device
iPhone 15 / Safari
structured field
Escalation package
PII scan
possible email in screenshot
warning
review before sharing
Owner
Technical support
bug triage
Brief
Aura generated repro summary
operator editable

Ask for useful context.

01

For a technical issue, ask what the customer expected, what happened, and which steps reproduce it. A screenshot should support that explanation.

Handle files with care.

01

Agree on accepted file types and who can view them. Ask customers to remove information that is not needed for support.