Get back to work
A compact support guide for the fictional Northstar Services team. Start with a simple check, describe what happened and gather the details your support team needs.
Choose your next step
Tell support what changed
Access
- Which application is affected?
- What exact message do you see?
Device
- Which device are you using?
- When did it last work?
Connection
- Are other tools affected?
- Where are you working?
Share the right details
-
1
Describe the impact
Explain what you cannot do and who else is affected. -
2
Record the message
Copy the error or attach a screenshot with private information removed. -
3
Use the approved channel
Send the symptom, impact and checks through your usual company support channel. Keep passwords and verification codes out of the request.
Protect information while getting help
Should I send a password or verification code?
Do not include passwords, recovery keys or verification codes in a support request.
What if a message looks suspicious?
Follow your company reporting procedure. Do not use links or contact details inside the suspicious message.