# **🎯 Why Describing Your Issue Matters**

When you reach out for technical help, the more detail you provide, the faster our team can diagnose and resolve your problem. Submitting a request without describing the issue — such as only typing a placeholder like "Agent Agent" — means our team cannot take action on your behalf.

This article walks you through how to describe a technical issue clearly so you get the right help as quickly as possible.

# **🔍 Common Technical Issues in Search Atlas**

Not sure where to start? Here are some of the most frequent technical issues customers report, along with what to include when describing them:

- **OTTO SEO not working or failing to apply changes:** Mention the domain, the specific action OTTO was performing, and any error message shown.
- **Site Audit crawl failing:** Include the website URL, when the crawl was started, and whether it stops at a certain point or never begins.
- **WordPress connector grayed out or returning an error:** Note the error code displayed (e.g., **wp\_client\_error**), the WordPress site URL, and whether you have recently reconnected.
- **Content syncing failing:** Provide the domain, the type of content being synced, and the exact error message or behaviour you observe.
- **Contact page form or platform feature not working:** Describe which page or feature is affected, what you expected to happen, and what actually occurred.

# **📋 How to Write a Helpful Support Request**

A good support message answers these four questions:

1. **What were you trying to do?** Describe the task or feature you were using (e.g., "I was trying to run a site audit for example.com").
2. **What happened instead?** Describe the unexpected result (e.g., "The crawl started but stopped after a few minutes with no results").
3. **What does the error say?** Copy and paste any error message or code you see on screen.
4. **When did it start?** Let us know if this is a new issue or something that has been happening for a while.

# **🗺️ Finding the Right Feature in Search Atlas**

If you are unsure which part of the platform is causing the problem, use this quick reference to locate key areas:

- **OTTO SEO / OTTO SEO:** Left sidebar → **OTTO SEO** → **All Sites (SEO Automation)** (URL: /seo-automation-v3)
- **Site Audit:** Access through the OTTO SEO dashboard after selecting your connected domain.
- **WordPress Connector:** Found under Avatar → Settings → Integrations (CMS Connectors).
- **Content Tools:** Available from the left sidebar under Content or your active project workspace.

# **💬 How to Reach Our Support Team**

Once you have gathered the details above, our team is ready to help. 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.

Providing clear, specific information in your first message helps us skip the back-and-forth and get straight to solving your issue.