Most slow support conversations are slow because the first message did not say enough, and the next two are us asking. Four things usually avoid that.
| Include | Why |
|---|---|
| The workflow name or ID | Names repeat: half our customers have a "Consulting Agreement". The ID is stamped in the footer of every page of the document and in the address bar when it is open. |
| Which side you are on | Whether you sent the document or received it changes the answer entirely, and it is not obvious from the outside. |
| What you did, what you expected, what happened | In that order. "It does not work" needs three replies; "I clicked Send and got a red banner saying X" needs none. |
| The exact message you saw | Copy the wording or send a screenshot. Paraphrases send us looking for the wrong thing. |
Helpful extras
- When it happened, roughly: we can line it up against the audit trail.
- Whether it has happened before or is a one-off.
- Browser and device, if something looks broken rather than behaves wrongly.
- For a signer problem: which recipient, and whether the audit trail shows them opening it.
Never send passwords or codes
We do not need your password and will never ask for it, and an SMS code is single-use and confidential to you. If any message asks for either, it did not come from us.
Screenshots
Usually the fastest thing you can send. Capture the whole window rather than a crop: the surrounding page tells us where you were, which is often the part that explains the problem.
Urgent and deadline-driven?
Say so, and say what the deadline is. A document expiring this afternoon is a different problem from the same question asked on a Tuesday with three weeks to run.