When an end user reaches out for assistance, your support team should first triage the issue by confirming the details and attempting basic troubleshooting. If the issue cannot be resolved through these initial steps, it may then be escalated for further support.

1. If presented with a technical issue, collect all relevant information, including: browser, device, and full page screenshots, if possible. It is vital to get as much information from the end user as possible: When did the error occur? What steps did you take to resolve the issue? Can end users step-by-step actions that were taken that caused the issue?
2. Try to replicate the issue to verify whether the issue can be re-created.
3. Browse our Knowledge Base and any past tickets for specific answers. 
4. Submit a support ticket containing:
   1. Relevant end user information including applicable IDs
   2. Description of the issue
   3. List step-by-step instructions for recreating the issue (if replicable)
   4. Provide screenshots (if available)Any other relevant information that can help our team troubleshoot!