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.

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)

Updated on: 18/06/2026

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