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Build a Support Escalation Packet

The fastest support tickets are the ones that let Blast Audit support reproduce the issue on the first read. This checklist is built around the actual add-in and dashboard flows so you send the right evidence the first time.

Written by William Karkegi
Updated over 2 weeks ago

The fastest support tickets are the ones that let Blast Audit support reproduce the issue on the first read. This checklist is built around the actual add-in and dashboard flows so you send the right evidence the first time.

Who this is for

  • Any user reporting a bug or blocker

  • Admins escalating dashboard problems

  • Add-in users reporting matching, snip, OCR, or access issues

Before you begin

  • You may still see Copilot Audit in a few older labels.

  • Decide whether the problem happened in the Excel add-in, the dashboard, or both.

  • Remove or redact client-sensitive content before sharing files or screenshots.

How to do it

  1. Record the exact page.

For the add-in, note the page name such as Documents, Document Matching, Form Extraction, Compare, Agent, or Restore.

For the dashboard, note the page name such as Usage, Users, Billing, Data exports, Document Matching, Snip Colors, Single Sign-On, or Directory Sync.

  1. Copy the exact message text.

Do not summarize it.

Good examples are No matches found in the documents., License already in use, An active subscription is required, or Some documents were skipped: ....

  1. Add time and environment.

Include the date and time, your timezone, your OS, and whether the issue happened in Excel on Windows, Excel on Mac, or the web dashboard.

  1. Add account context.

Include the email you used to sign in, your organization email or name, and your role if you know it, such as Owner or Member.

  1. Write short reproduction steps.

Number them from a clean starting point.

Example: Open Documents, Import files, Wait for OCR, Open Document Matching, Run Matching.

  1. Attach the smallest useful evidence set.

Useful attachments are:

  • A screenshot of the whole error state

  • The worksheet range used for matching

  • Document names or folder names

  • CSV headers for invite issues

  • OCR statuses for document issues

  1. Send it through support chat.

In the add-in, click Help.

In the dashboard, use the Intercom chat if it is available in your session.

If chat is blocked, use the support contact on the website and paste the packet.

Expected result

  • Support can tell where the issue happened immediately

  • The exact error text is included verbatim

  • Reproduction steps are short, numbered, and repeatable

  • Screenshots show the whole state, not only a cropped error line

Avoid this

  • Sending only it broke with no page name

  • Paraphrasing the error instead of copying it

  • Omitting the organization or sign-in email

  • Sending a full client file when a redacted screenshot would be enough

If it still doesn't work

  • Use this article as a checklist and send whatever you have so far

  • If you can reproduce the issue again, capture one fresh screenshot and one fresh timestamp

  • If the issue is matching-specific, include the three matching steps you used

  • If the issue is billing or seats, include current seat counts and role

Practice with sample files

  • Search for Practice Troubleshooting with Sample Documents in this collection.

  • Use the attached PDFs and CSVs there to test this workflow before you use live client files.

Read next

  • Fix "No Matches" or Low Confidence

  • Fix Engine and Mapping Errors

  • Fix Snip, License, and Access Blocks

  • Fix Seats and Invite CSV Errors

  • Handle Skipped Documents and OCR Risk

  • Security and Privacy Quick Answers

  • Practice Troubleshooting with Sample Documents

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