Open the affected Hatz workspace, tenant, or admin page and copy the browser URL if it is safe to share.

Include the workspace, tenant, customer account, or MSP account name.

If a specific user is affected, include the user's email or role only when it is relevant to the investigation.

Open the affected Workflow, Agent, App, Artifact, or Chat.

Copy the browser URL. Item URLs are useful because they often contain the item context Hatz needs.

Include the item name, product surface, and when the issue happened.

If the product offers a share link, use that link only when it is intended for sharing and does not expose private content to the wrong people.

Open the workflow's run history or run details page.

Copy the run URL or visible run ID if the UI shows one.

Include the failed step, completed steps, run time and timezone, selected model, tools used, files used, and trigger type.

Take a screenshot of the run history, failed step, error message, generated-file panel, or export/download state when it helps explain the problem.

Expand the visible inline tool-call details in the chat, agent, or workflow run when available.

Include the tool name, integration or provider, input summary, response or error, and time.

If an external provider is involved, include the provider error code or correlation ID if the provider UI shows one.

Do not send OAuth tokens, API keys, access tokens, provider payloads, private customer IDs, or secrets.

For API requests, include the X-Request-ID response header. You may also send your own short opaque X-Request-ID header and include that value in the ticket.

Include the endpoint, full base URL, HTTP status code, timestamp and timezone, SDK or client name and version, model ID, and sanitized error body.

For workflow API issues, include the visible job_id and step_id when the API returns them.

For file API issues, include the visible file_id.

For generated-output issues in the product UI, include the generated-file panel details, filename, file type, and download/export state.

Include the product surface where the file was used: Chat, Workflow, Agent, App, API, generated file, export, support chat, or email.

Include the file family and extension, approximate size bucket, action attempted, expected result, and actual result.

For generated files, include the generated-file panel, download/export state, file type, and whether the issue affects one output or many outputs.

Use screenshots or metadata first. Do not upload raw sensitive files to Support unless Hatz specifically asks for them through an approved path.

API keys, bearer tokens, passwords, MFA codes, private tokens, OAuth secrets, SAML assertions, SCIM payloads, or private keys.

Complete sensitive prompts, private files, customer records, or unredacted logs unless Hatz specifically asks for them through an approved path.

Screenshots that reveal credentials, tokens, private tenant data, or customer data unrelated to the issue.