Prepare a useful support question

Describe the task, the source you checked, and the result you observed.

This page helps you organize a question; it does not submit a request. After preparing your notes, use the support route your organization provides.

Before writing, check the relevant How-to Guide or use Resource Hub to identify the authoritative source. Include only the context needed to explain the issue; never include passwords or access tokens.

Include the details someone needs

Keep the handoff factual, scoped, and easy to investigate.

  1. 1

    State your goal

    Name the task you want to complete, such as finding the current room-plan draft for the Lakeside Open Day project.

  2. 2

    Say what you checked

    Name the guide or authoritative source you consulted and the steps you took. If you could not locate a source, say which topic route you checked.

  3. 3

    Describe what happened

    Report the visible result or message in plain language. Separate what you observed from what you think may have caused it.

  4. 4

    Add only relevant context

    Mention the tool, file type, or stated scope detail that changes the question. Exclude passwords, access tokens, and unnecessary personal or confidential information.

Make the question specific

A fictional shared-folder example shows the difference.

Before

Too broad

“The project folder is confusing. Can someone fix it?” The reader's goal, checks, and point of uncertainty are missing.

  • The task is not identified.
  • The source or folders checked are not named.
  • There is no observable result to investigate.
After

More useful

“I’m trying to find the current room-plan draft in the Lakeside Open Day folder. I checked Planning and Drafts, and both contain similarly named files. I reviewed the folder-naming example, but I still cannot tell which file is current. What project detail should I check next?”

  • States the goal and where the reader looked.
  • Names the guidance checked and the unresolved point.
  • Asks a focused question without including sensitive information.