Providing a few specific details helps the support team reproduce and resolve a CMS problem more quickly.
Include these details
The organisation, brand and place affected
A link to the item in the CMS
A link to the affected website page
The steps you took
What you expected to happen
What happened instead
The exact error message, if one appeared
When the problem started
Whether the problem affects one item or several
Add a screenshot or short screen recording when the behaviour is difficult to describe.
For publishing problems
Say whether the item is draft, published, pending approval or scheduled. Include the result of any failed publish attempt and check Scheduled content for a failed task.
Do not delete, duplicate or repeatedly republish the item before reporting the problem. Keeping the original item intact gives support better evidence.
For event and sports problems
Include the event or fixture name, affected place, relevant date and whether the item was created manually or imported.
For permissions problems
Include the affected person's email address, their role or group, the action they attempted and the wording of the permission error.
Never send passwords, authentication codes, API keys or other secrets in a support conversation.