## **🎯 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:

1. **Try to reproduce the issue.** Go back to the same page or tool and attempt the same action again. Note exactly what happens.
2. **Copy any error messages word for word.** Even a short error code or on-screen message gives us important diagnostic information.
3. **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.
4. **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.
5. **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.