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When reporting an integration issue, providing clear and relevant information helps the support team understand the affected service, reproduce the problem where possible, and identify the likely cause. A useful support request should describe what you attempted, what you expected, and what actually happened. Information to include 1. Integration name Identify the external application or service involved. 2. Description of the problem Explain the operation that failed or produced an unexpected result. 3. Expected behavior Describe what should have happened. 4. Actual behavior Describe what happened instead. 5. Error message Include the exact error text or status code if available. 6. Approximate timestamp Provide the date, time, and timezone when the issue occurred. 7. Affected operation Identify the relevant integration action, workflow, automation, or business process. 8. Frequency Explain whether the issue occurs consistently or intermittently. 9. Recent changes Mention recent account, permission, configuration, or authorization changes. 10. Troubleshooting already attempted Describe the steps taken before contacting Support. 11. Business impact Explain whether the issue prevents a critical operation, affects customers, or causes delays. 12. Supporting evidence Include relevant screenshots or non-sensitive diagnostic details when available. Example support request Subject: Integration connection issue Integration: [External service name] Affected operation: [Operation description] Issue started: [Date and time with timezone] Expected result: [What should happen] Actual result: [What happened] Error message: [Exact error message] Recent changes: [Relevant changes, if any] Troubleshooting completed: [Steps already attempted] Business impact: [Description of affected operations] What information should never be shared? Do not include: 1. Passwords. 2. API keys. 3. OAuth access tokens. 4. OAuth refresh tokens. 5. Client secrets. 6. Webhook signing secrets. 7. Private authentication credentials. 8. Unnecessary customer personal information. 9. Sensitive business records unrelated to the issue. If a screenshot contains confidential information, redact it before sharing. Should I disconnect the integration before contacting Support? Not automatically. Disconnecting or reauthorizing an integration may change its state and make the original issue harder to investigate. If the integration is suspected of unauthorized activity, prioritize appropriate security containment. What if the problem affects an important business operation? Clearly describe the business impact and whether the operation is completely blocked or only partially affected. What if the external provider is experiencing an outage? Include any relevant provider status information and the approximate time the issue began. Can Support guarantee recovery of failed external operations? Recovery depends on the operation, external provider behavior, and available retry or recovery mechanisms. Do not assume that every failed operation can be automatically replayed. Recommended approach Submit a concise but complete report with the exact error, affected integration, relevant timestamps, and business impact. This helps reduce unnecessary back-and-forth and supports a more effective investigation.