What to include in a ticket, and what never to send

The fastest tickets to fix are the ones that answer our first questions up front: which page, what you did, what you expected, what happened instead and when it started. A screenshot helps more than anything else.

What you should never send matters as much: no passwords, API keys, card numbers, bank details or health information. If we need access to something, tell us what the work is and we'll arrange a safe way.

What to include

Copy this checklist into Details and fill it in:

• Where: the full address of the page, such as https://example.com/contact/, not only "the contact page".
• What you did: the steps, in order. "Filled in the contact form and selected Send."
• What you expected: "A thank-you message and an email to our office."
• What happened: the exact words of any error message. Copy and paste them if you can.
• When: when it started, and whether it happens every time or only sometimes.
• Who it affects: everyone, only you, only signed-in users, only phones?
• Your device and browser: for example "iPhone, Safari" or "Windows laptop, Chrome".
• Recent changes: anything new on the site, your domain, or your email in the days before.
• A screenshot: with the address bar showing. See Send screenshots and files with a ticket.

One problem per ticket. If you have three unrelated requests, three tickets keep each one moving without waiting on the others.

What never to send

Never put any of these in a ticket, an attachment or a screenshot:

• Passwords, including for WordPress, your domain registrar, email, or any other service
• One-time codes from an authenticator app or text message
• API keys, tokens or secret keys, such as those for payment, email or mapping services
• Card numbers, security codes or bank account details
• Health information about your patients, clients or staff (protected health information)

This applies even when you're in a hurry and even when you're sure the ticket is private. Once something is written down in a ticket or an email, you can't fully control where copies end up. Oogle will never ask you for your portal password.

What to do instead

• We need access to an account or service. Say what the work involves. We'll tell you what access is needed and arrange a safe way. For example, that might be a separate login you create for us and remove when we're done, so your own password is never shared.
• Someone else needs to see your Oogle account. Invite them under Managers so they get their own login, rather than sharing yours. See Add contacts and invite someone to manage your account.
• You need to pay or update a card. Use Pay on an invoice or Payment Accounts in the portal. Payments are processed by Stripe; card details never need to go through a ticket.
• The problem involves patient or customer records. Describe the problem without real records. "The booking form rejects dates after December" is enough. If we need to reproduce it, we'll use test data.
• An error message includes a key or password. Blur or remove that part before you send it.

You'll know it worked when

Our first reply is about fixing the problem, not asking where it happens or what the error said. If we do need access to something, we'll say exactly what and how.

If you've already sent something sensitive

1. Change the password, or cancel and replace the key or card, straight away.
2. Reply to the ticket to tell us what was sent, so we can deal with it on our side.
3. If it was a card or bank detail, contact your bank as well.

Next steps

• How to open a support ticket
• Keep your Oogle account secure