---
title: What information should I include in a support request?
description: Learn what information Easy Realty agents should include in a support request to get faster, clearer help.
---
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October 5, 2026
# What information should I include in a support request?
## Short answer: Include clear context, the specific issue, relevant details, and what outcome you are trying to achieve.
Support works best when the situation is easy to understand. Well‑written requests are resolved faster and with fewer follow‑up questions.
This article explains what to include when submitting a support request through the Support Hub or by email, and how to choose the right channel.
## Start with the situation
Briefly explain what is happening.
Indicate whether the issue involves:
An active transaction
A compliance or disclosure question
System access or technical support
General guidance or confirmation
Starting with context helps support triage the request correctly.
## Explain the specific issue
Describe what is unclear or not working.
Avoid broad or open‑ended questions. Be direct about the problem you are trying to solve.
Clear issues are easier to address than general concerns.
## Include relevant details
Add any information that directly affects the answer.
This may include:
Transaction stage
Deadlines or time sensitivity
Forms or documents involved
MLS or system names
What has already occurred
Sharing details up front reduces back‑and‑forth.
## State what decision or outcome you need
Let support know what you are trying to determine or complete.
Examples include:
Whether something is allowed
What the next step should be
Whether an action is required
How to proceed safely
Support guidance is clearer when the objective is known.
## Mention anything you have already checked
If you reviewed a knowledge base article, form, or prior guidance, include that information.
This helps identify where clarification is needed rather than repeating known material.
## Use attachments when helpful
If a document, screenshot, or draft is relevant, include it with the request.
This is especially helpful for transaction, form, or technical questions.
## Choose the right channel
Support tickets and email requests are best for documented, non‑urgent issues. Responses are typically provided within one business day.
Support calls are the better option when the issue requires real‑time discussion or immediate clarity.
## Why this matters
Complete, well‑structured support requests:
Receive faster responses
Reduce follow‑up questions
Improve accuracy
Create better records
They protect both the agent and the brokerage.
**Rule of thumb**
Describe the situation.
Explain the issue.
Provide details.
State the goal.
Clear requests get clear answers.
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