> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://katalyz.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# What to include in a support message

The more context you share upfront, the faster we can help. Use this as a template for tricky issues.

## The ideal support message

```
Workspace: [Your company / workspace name]
Affected room (if applicable): [Room URL or title]
Goal: [What you're trying to do]
Issue: [What's happening instead]
Already tried: [Steps you've taken]
Screenshots: [Attach if helpful]
Browser + OS: [Chrome 120 on macOS 14, etc.]
Time issue started: [When you first noticed]
```

## Example: good support message

> Subject: Signature envelope stuck in "Viewed" status
>
> Workspace: Acme Inc
> Affected room: acme-inc.katalyz.co/room/Q4-enterprise
> Goal: Get our customer's CFO to sign the MSA
> Issue: The CFO opened the envelope 4 days ago ("Viewed" status), but says he clicked "Confirm" and expected the process to complete. Envelope still shows "Viewed" on our side.
> Already tried: Resent the envelope twice. He confirms he's clicking the email link and completing signing.
> Browser + OS: He's on Edge (Windows). I'm on Chrome (Mac).
> Time started: Thursday evening.
> Envelope ID: env_abc123xyz

This message:
- ✅ States the goal and the problem separately
- ✅ Notes what's already been tried
- ✅ Includes specific identifiers (envelope ID, room URL)
- ✅ Captures both sides' setup

## Example: less useful support message

> Subject: Signature broken
>
> Hey, our signature isn't working. Can you fix it?

This version leaves the agent guessing. Expect a back-and-forth to extract the details.

## What we genuinely don't need

- **Lengthy background** on your company or industry (unless directly relevant)
- **Your full team's feedback** pasted in (one specific complaint is more actionable)
- **Speculation about our architecture** (we know our system; just describe what you see)

## Screenshots vs. screen recordings

- **Screenshots** — fast, clear for UI issues. Include the whole window, not just a detail, so we can see context.
- **Screen recordings** — useful for dynamic issues (something that happens during a sequence of clicks). Keep them short — 30 seconds max is plenty.
- **For timing issues** — a screen recording with the browser's DevTools Network tab open can show exactly what's happening.

## Sharing sensitive info

If your issue involves sensitive content (contracts, PII, pricing):
- **Redact screenshots** before sharing
- **Don't paste raw contract text** into chat
- **Email contact@katalyz.co** rather than chat for truly sensitive issues (email is more discoverable later)

## Related articles
- [How to contact support](https://katalyz.crisp.help/en/article/how-to-contact-support-dhtvdx/)
- [Response times by plan](https://katalyz.crisp.help/en/article/response-times-by-plan-2wcdut/)