WEBVTT

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What should you send when a website feature stops working?

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A clear report helps support reproduce the problem and investigate.

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Give support the details they can use.
6 helpful report details.

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Name the page and the task
Include the page address and what you were trying to do.
Page address · Intended task · Affected feature

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List the steps in order
Describe the actions needed to reach the problem.
Starting point · Actions taken · Problem step

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Compare expected and actual
Explain what you expected and what happened instead.
Expected result · Actual result · Visible error

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Include the useful context
Give the time, browser and device where you noticed it.
Browser and device · Time observed · Repeatability

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Share appropriate evidence
A screenshot can help; remove passwords and private customer details.
Relevant screenshot · Exact error text · Sensitive details removed

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Explain the customer impact
Say which task is blocked and whether a workaround exists.
Affected visitors · Blocked task · Available workaround

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Your checklist
Name the page and the task · List the steps in order · Compare expected and actual · Include the useful context · Share appropriate evidence · Explain the customer impact

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Describe the task, the result and the evidence.
jerseyweb.je