What To Include in a Workshop Help Ticket
Workshop Help covers troubleshooting workflows, agents, artifacts, tools, generated files, run behavior, and documented Workshop product behavior. The fastest way to get help is to include the diagnostic context support needs before the ticket is routed.
Before creating a ticket
Check the relevant docs for the product surface you are using, such as Workflows, Agents, Workflow Triggers, or generated files.
Try to reproduce the issue once with the same inputs and settings. If it only happened once, tell us that.
Remove secrets, API keys, passwords, private tokens, and customer-sensitive data from screenshots or copied prompts before sending them.
Decide whether this is a product problem or a use-case design request. Support can troubleshoot Hatz behavior, but custom workflow design, prompt consulting, implementation strategy, and training may be routed to Use Case Workshop, Feature Fridays, Customer Success, or a paid engagement path.
Required context
Include these details when you ask for Workshop Help:
Workspace or tenant: the workspace, tenant, or customer account where the issue happened.
Product surface: Workflow, Agent, Chat, App, Artifact, Tool, Integration, generated file, or another Workshop area.
Item name or link: the workflow, agent, chat, app, generated file, or run link if you can safely share it. Item URLs are useful because they often contain the exact item context Hatz needs.
Time: when it happened, including timezone.
Expected behavior: what you expected Hatz to do.
Actual behavior: what happened instead, including any error message.
Business impact: who is affected, whether production work is blocked, and whether there is an acceptable workaround.
Share visible run, chat, workshop item, or generated-file links when available, plus timestamp, screenshot, and error text. If the issue happened through the API, include the response X-Request-ID.
Workflow, agent, and tool details
Add any details that apply to your case:
Workflow run: run time, trigger type, failed step, completed steps, connected step outputs, files used, model selected, and generated-file state.
Agent: agent name, interaction method (Chat, Workflow, email, phone agent, API, or another surface), selected model, whether Auto Tool Selection was on, selected tools, source files, and sharing/access settings.
Tool or integration: tool name, connection status, whether the tool was visible, whether it was selected, what request should have used it, and any tool-call details or error shown in the UI.
Generated output: file type, file size if known, whether the file could be opened or downloaded, and whether the issue affects one output or many outputs.
Good evidence to include
A screenshot of the error or unexpected result.
A screenshot of the workflow step, agent tool settings, run history, or generated-file panel.
The exact prompt or instruction excerpt if it is safe to share.
The specific model, file type, integration, tool, or source that was involved.
A short reproduction path, such as "open this workflow, run it with these inputs, then Step 3 fails."
What support can do
Help confirm whether Hatz behaved as documented.
Investigate product problems when enough diagnostic context is available.
Help identify missing docs, product-copy gaps, or unsupported capabilities.
Route use-case design, implementation, training, or prompt-consulting requests to the right enablement path when they are not break/fix support.