Getting Help

Support handoff

Send enough context for ISM support to act quickly while keeping secrets, one-time links, and sensitive account data out of tickets.

Customer adminsCustomer membersPlatform operators

What to include

Include:

• Company or customer account.
• Console username or email.
• Role you expected to use.
• Page or action.
• Workspace name when relevant.
• Approximate time and timezone.
• Expected result.
• Actual result.
• Visible error message.
• Whether a workspace was being created, started, stopped, updated, launched, or deleted.

What not to include

Do not include passwords, private keys, API keys, cookies, raw tokens, one-time invite links, database URLs, webhook secrets, payment credentials, kubeconfigs, pod environment, or raw provider payloads.

Avoid screenshots that expose private repository URLs, session details, provider identifiers, or account data unless ISM specifically requests a secure evidence path.

Customer support template

Customer:
User:
Role:
Page:
Action:
Workspace:
Time and timezone:
Expected result:
Actual result:
Visible error:
What I tried:

Workspace issue template

Workspace name:
Workspace status:
Action attempted:
Last visible build or launch state:
Browser IDE, desktop editor, or SSH:
Create/update/delete cleanup status:
Visible blocker:

Triage levels

Operator handoff

Operators should record sanitized evidence, cleanup status, customer-visible impact, next action, and next owner.

Keep credentials, private operational notes, raw provider payloads, and customer-hidden risk notes out of customer-visible fields.