1. State the failure clearly
Start with one sentence that distinguishes an actual blocker from a general question. The team should be able to read the first line and know whether this is a bug, an access issue, a support request, or a product-selection question.
2. Include the exact details
Support can only reproduce what it can see. Name the surface and the exact page or route involved.
- Product surface: DeepBrainz AI, Lexopedia AI, AgentFoundry, DeepBrainz Labs, Help Center, or Hugging Face page.
- Exact URL or route.
- Account email used.
- Browser, device, and approximate time if relevant.
- Screenshot or copied error text.
3. Explain impact and urgency
If the issue blocks a live workflow, a launch, a demo, a pilot, or a customer-facing task, say that directly. A blocker with a clear deadline is easier to prioritize than a vague `urgent` label.
4. Separate product confusion from product failure
Sometimes the issue is that the wrong surface was used, not that the product failed. If you are unsure, say what job you were trying to do. Support can often route you faster than a long trial-and-error loop.
5. Follow up with evidence, not repetition
If the issue persists, send the new evidence: updated screenshot, exact error, new route, or what changed after retrying. That is more useful than repeating the same summary.