Information to Include in Your Support Tickets

  • Updated on Aug 13, 2025
  • Published on Aug 5, 2025
  • 1 minute(s) read
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You can contact Support to submit support tickets. This article will explain the information you should include in your support tickets and will also explain how to capture screenshots that can be included with your request.

Online Ticket Submission Information

Please provide the following information (as applicable) to expedite your requests or questions:

  • Which site are you working on? Where on the site are you working? Please provide the appropriate page or module URLs.

    • Examples: https://www.cp-example.civicplus.com/100/Page-Title, https://www.cp-example.civicplus.com/admin/AgendaCenter

  • With what device and browser are you accessing the site?

    • Examples: Desktop using Internet Explorer in Windows 7, CivicPlus Mobile App on iPhone

    • Resource: What is My Browser?

  • What steps consistently reproduce the issue? Thorough details allow us to more quickly diagnose issues.

  • What users are experiencing the issue?

    • Example: All users, front-end users who aren't signed in, just yourself

      Note: Depending on the issue, we may be able to contact the users who are experiencing the issue. Please include the email addresses of the user(s) that are experiencing the issue, as relevant.

  • Please attach any screenshots, videos, or other related information to your ticket.

How to Take Screenshots

Windows 10

  1. Press the Start button on your computer's taskbar The Windows Start button in the taskbar.

  2. Type Snipping Tool into the search bar and select the Snipping Tool app The Windows search function with snipping tool being typed into the search box. The Snipping Tool app within the Windows search results.

  3. In the Snipping Tool app, click the Mode dropdown and select the Window Snip option The Mode dropdown and its Window Snip option within the Snipping Tool software.

    Note: The screen will adjust to being slightly darker; this is normal behavior.

  4. Click on the screen with the issue you are looking at (if using multiple monitors)

  5. A preview box will pop up with the screenshot you took

  6. Click the Save Snip button (floppy disk icon) on the toolbar A black, blue, and gray Save Snip button.

  7. Upload the file to the chat with the Agent

MacOS X

  1. Press and hold the Shift, Command, and 3 keys on your keyboard at the same time

  2. If you see a thumbnail in the corner of your screen, click it to edit the screenshot or wait for the screenshot to save to your desktop

    Note: By default, screenshots are saved to your desktop with the name ”Screen Shot [date] at [time].png.”

  3. Upload the file to the chat with the Agent

Resources

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