Describe what happened
Start with what you were trying to do and what happened instead. “The printer stopped responding after I changed my router” is more useful than “my printer is broken.”
- What were you doing when you noticed the problem?
- What did you expect to happen?
- What actually happened?
- Does it happen every time or only occasionally?
Collect a few useful details
You don’t need a full technical inventory. A few basic details can help narrow things down.
- The computer or device model, if available.
- The operating system and application involved.
- The exact error text or a clear photo of it.
- Whether other devices or people are affected.
Remove personal information from screenshots before sharing them.
Think about recent changes
New hardware, a software update, a different network, or a changed password can be useful clues. Mention anything that changed shortly before the issue began, even if it seems unrelated.
Keep a short list of fixes you already tried and whether they changed the behavior. This helps avoid repeating the same steps.
Keep private information private
Don’t put passwords, one-time verification codes, financial information, or sensitive files in a general support request. Describe the problem first. Any access needed for the agreed work can be discussed separately.
If you’re worried about losing files, say so before anyone begins troubleshooting. Explain whether you already have a backup.
Make the first request simple
Include the problem, your location or preference for remote help, and a way to contact you. There’s no need to write a technical report.