---
title: "Getting faster support: What to include in your request"
slug: "getting-faster-support-what-to-include-in-your-request"
updated: 2026-07-29T08:54:13Z
published: 2026-07-29T08:54:13Z
canonical: "help.dox42.com/getting-faster-support-what-to-include-in-your-request"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dox42.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting faster support: What to include in your request

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

1. **Be clear and specific**

Avoid vague descriptions like “it doesn’t work.” Tell us exactly what happened and what you expected to happen.
2. **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.
3. **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.
4. **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.
5. 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?
6. 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](mailto:support@dox42.com?subject=Support%20request%20%28please%20use%20an%20appropriate%20subject%29&body=Description%20of%20the%20Issue%0A------------------------%0AWhat%20happened%3F%0A%0AWhat%20did%20you%20expect%3F%0A%0ASteps%20to%20Reproduce%0A------------------%0A1.%0A2.%0A3.%0A%0AEnvironment%20Details%0A-------------------%0AProduct%20%26%20Version%3A%0AOperating%20System%3A%0AOffice%20Version%3A%0AOther%20relevant%20details%3A%0A%0AError%20Messages%20%2F%20Screenshots%0A----------------------------%0A%0APriority%20%26%20Impact%0A-----------------%0APriority%3A%0AImpact%20description%3A%0A%0ALogs%20%28if%20available%29%0A-------------------)

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.