Tips for writing support requests
For everyone · Updated September 30, 2026
What to include so we can fix it on the first reply.
The fastest fixes come from requests we can reproduce without a back-and-forth. Include:
- Where you were — the page name (for example, Admin › SAP) or the address in your browser bar.
- What you did, step by step, and what you expected to happen.
- What actually happened — the exact error message, copied, or a screenshot.
- Who it affects — one student (give the student’s name or ID, never a Social Security number), one cohort, or everyone.
- When it started, and whether it happens every time.
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