Regardless of the contact choice, there are some fundamental aspects to the message that will enable the team to identify any issues in a more accurate and speedy way.
Flag the Incorrect behaviour - Describe how the expected behaviour changed. Include any error messages that are being displayed.
Project and Order IDs - Provide examples for conversation IDs where the issue is being observed.
User Example IDs - Provide the identifiers for affected users (email). If only certain users are being affected, try to list as many of them as possible.
Troubleshooting and Reproducible steps - List the troubleshooting steps that were already taken. If applicable, try to include the Steps to reproduce it.
Screenshots/screencasts - While bearing in mind not to share confidential information, send shots or videos that capture as much of the screen as possible.
Logs and reports - Send any logs and/or reports where the error is surfaced or detailed. Make sure to include them as a link or attachment.
Recent changes - If anything changed in your workflow prior to the error, kindly let us know and explain the changes.
How to obtain the IDs
In Projects, each level of the request has a unique identifier. As such, the Project, all of its Orders, and all Translation jobs in each order will have a unique identifier. Finding and reporting the identifier is indispensable for the support team to be able to identify and focus on the resolution of any issues.
The Project ID can be found and copied from the Project card in the Projects page. You can click the Copy to clipboard button to easily obtain it.
Clicking to see a Projects details will again display the ID. You can copy to click it or just copy and send the webpage URL, which contains the ID.
Reporting on a Project is useful when a bug is affecting the Project as a whole.
If a specific order is being affected, you should capture and share the Order ID. The ID can be obtained from the URL of the webpage when accessing the Order details or from the Copy to clipboard button.
Translation job ID
If the issue is even more specific, you may want to point to the Translation job ID within an order. You can copy the ID directly from the order page.
Or alternatively, by sharing the URL or using the button in the Job page.