A well-written support ticket helps everyone move faster.
Clear descriptions and the right technical details let us understand the issue, reproduce it, and get you a solution quickly. Missing information often lead to delays because we need to request additional details before we can begin troubleshooting.
Steps
Be clear and specific
Avoid vague descriptions like “it doesn’t work.” Tell us exactly what happened and what you expected to happen.
Provide context
Include relevant environment information (for example: dox42 modules involved, external tools such as SharePoint, d.velop, Power Automate/Power Apps, product version, operating system, Office version). This helps us reproduce the issue and narrow down the cause.
Show the problem
Attach screenshots, paste the full error message text or even the template. A template is especially helpful if the problem is isolated from complex structures. Visuals and exact settings are often the quickest way to identify what went wrong.
List steps to reproduce
If we can reproduce the issue, we can analyze it much faster. Write down the steps you took right before the problem occurred.
Optional: Explain the impact
Let us know how urgent this is and how it affects your work. Is it blocking a critical process or is there a workaround?
Optional: Attach logs (if available)
Logs provide technical details that can significantly speed up troubleshooting.
E-Mail Template
open email client with prefilled mail template
This link opens your email client with the following body, just make sure to give the mail a telling subject.
Description of the Issue
What happened?
<Describe the error or unexpected behavior>
What did you expect?
<Explain the intended outcome>
Steps to Reproduce
1. <Step 1>
2. <Step 2>
3. <Step 3>
Environment Details
Product & Version: <e.g., dox42 Word Add-In v4.5>
Operating System: <e.g., Windows 11>
Office Version: <e.g., Microsoft 365>
Other relevant details: <e.g., Browser, server type>
Error Messages / Screenshots
<Attach screenshots or paste error messages>
Priority & Impact
Priority: <Critical | High | Medium | Low>
Impact description: <e.g., Cannot generate any documents – urgent>
Logs (if available)
<Attach application or system logs>
Result
Your support request is ready to send – complete and well-structured, giving our team everything they need to start solving your issue right away.