🎯 Why Issue Details Matter
When you contact support, the more context you provide upfront, the faster we can help. Without details about your problem, our team has to ask follow-up questions — which adds wait time and delays your resolution. This guide walks you through exactly what to include when reaching out so we can get straight to solving your issue.
📋 What to Include in Your Support Request
Before or as soon as you connect with support, have the following information ready:
- What you were trying to do: Describe the task or goal you were working on (e.g., running a site audit, publishing content, connecting a domain).
- What happened instead: Explain the unexpected result, error message, or missing behaviour you experienced.
- Where it happened: Identify the specific tool, page, or section inside Search Atlas (e.g., OTTO SEO, Keyword Research, Content Genius).
- When it happened: Note the approximate date and time, including your timezone if relevant.
- How often it occurs: Is this a one-time issue or does it happen repeatedly? Under what conditions?
- Screenshots or screen recordings: Visual evidence is one of the most helpful things you can share. Capture the error or unexpected behaviour if possible.
🖥️ How to Identify the Right Details
Not sure where to start? Follow these steps to pinpoint the information our team needs:
- Try to reproduce the issue. Go back to the same page or tool and attempt the same action again. Note exactly what happens.
- Copy any error messages word for word. Even a short error code or on-screen message gives us important diagnostic information.
- Check the URL in your browser. The page address tells us exactly where in the platform you are. Copy and paste it into the chat.
- Note your browser and device. Let us know whether you are using Chrome, Firefox, Safari, or another browser, and whether you are on a desktop, laptop, or mobile device.
- Check if the issue is account-specific. Try logging out and back in, or testing on a different browser. This helps narrow down the cause.
💡 Example: Unhelpful vs. Helpful Request
Here is a quick comparison to show what makes a support request easy to act on:
- Unhelpful: "Something is broken, please help."
- Helpful: "I am on the Site Auditor page for my project mywebsite.com. When I click 'Start Audit,' the progress bar appears but stops at 0% and never completes. This has happened three times today. I am using Chrome on a Windows laptop. I have attached a screenshot."
The second example gives our team everything needed to investigate immediately — no back-and-forth required.
⚡ Tips for a Smooth Support Experience
- Open the chat widget as soon as you notice an issue — do not wait, as details are freshest right away.
- Keep your browser tab open on the page where the issue occurred so you can share the URL instantly.
- If you have already tried troubleshooting steps on your own, mention them so our team does not repeat the same steps.
- Be as specific as possible — phrases like "it does not work" or "the page is wrong" are hard to act on without further context.
🛠️ Still Need Help?
If you have gathered your details and are ready to speak with our team, we are here for you. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.