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Before submitting a support ticket, a few structured troubleshooting steps can help identify the cause of an issue and provide the information needed for a faster investigation. These steps are recommendations, not requirements. If you suspect a security incident or serious business disruption, report it promptly rather than delaying while completing every check. Step 1: Identify the affected functionality. Determine whether the issue concerns: - Account access. - AI Employees. - AI collaboration. - Automations or workflows. - Business processes. - External integrations. - Workspace administration. - Billing or subscriptions. - Platform performance. Step 2: Record the observed behavior. Describe what happened and what you expected to happen. For example, "The workflow started but did not create the expected CRM record" is more useful than "The workflow is broken." Step 3: Check whether the issue is reproducible. If safe, determine whether the problem occurs consistently or only under particular conditions. Do not repeat actions that could create duplicate customer records, send multiple messages, or cause other unintended consequences. Step 4: Review available history. Where supported, inspect the relevant conversation, execution, or process history. Record any useful status or error information. Step 5: Check permissions and configuration. Verify that the correct workspace, role, and required settings are being used. Step 6: Review external dependencies. If the issue involves a connected application, check whether that application is available and properly authorized. Step 7: Identify the scope. Determine whether the issue affects one user, one AI Employee, one workflow, or multiple parts of the organization. Step 8: Record the approximate time. Include the date, time, and timezone when the problem occurred. Step 9: Prepare a clear support request. A useful ticket includes: 1. A short description of the issue. 2. The affected Polyosync feature. 3. The expected result. 4. The actual result. 5. Steps to reproduce, where safe. 6. Relevant execution or ticket references. 7. Any visible error messages. 8. The operational impact on your business. Step 10: Protect confidential information. Never include passwords, API keys, access tokens, or unnecessary customer data. Use sanitized examples and screenshots whenever possible. When should I contact Support immediately? Do not delay reporting a suspected security incident, possible unauthorized access, or a major disruption affecting critical business operations. For other issues, providing the information above can help reduce unnecessary back-and-forth during investigation. Polyosync Support can use these details to assess the incident and determine the appropriate next steps under your account's support arrangements.