What should I include in my ticket to get help faster?

The more we know up front, the less back-and-forth is needed. Try to include:

• What's happening, in your own words, and what you expected to happen.
• When it started and whether anything changed around that time, such as an update, a new device or a power outage.
• Who and what is affected: one person or everyone, and which computer (PC or Mac), printer, account or app.
• The exact error message, or better yet, a screenshot or photo.
• What you've already tried, such as restarting.
• How urgent it is and the best way and time to reach you.

Please never include passwords. If we need access to something, we'll work with you on a safe way to do it.