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What this is

Guidance on what to send so support can resolve issues fast.

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Why it matters

  • Support can’t debug without the prompt, timeframe, and platform context.
  • Screenshots/exports prevent back-and-forth.

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Where to find it

Support → Contact support

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How it works

A good support request includes:
  • The exact nav path (e.g., Prompt Analytics → Citations)
  • Time range + filters used
  • Platform and region
  • The affected prompt(s)
  • Screenshots + exports

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How to use it

  1. Capture screenshots of the issue.
  2. Export the relevant table (or download the response).
  3. Send:
    • prompt(s)
    • timeframe
    • platform/region
    • what you expected vs what you saw
  4. Include any relevant URLs (page being analyzed, off-page target, etc.)

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How to interpret results

  • If support asks for “filters” → send your filter chips and attributes.
  • If support asks for “run evidence” → send Mention Details download.

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Common questions / troubleshooting

  • “How fast is response time?” → depends on plan/support tier (document your SLA if applicable).