## **🎯 Why Clear Issue Descriptions Matter**

When you reach out to our support team, the more detail you share about what you need, the faster we can help. If our team receives a message without a specific question or issue description, it can delay your resolution while we ask follow-up questions to understand your situation.

This article helps you prepare everything you need before starting a support chat so you get the right answer as quickly as possible.

## **📋 What to Include When Contacting Support**

Before opening a chat, take a moment to gather the following information:

- **What you were trying to do:** Describe the task or goal you were working on inside the platform (e.g., running a site audit, setting up a project, generating a report).
- **What happened instead:** Explain what the platform did that was unexpected, or what result you received that did not match your expectation.
- **Where in the platform it occurred:** Name the tool, section, or page where you encountered the issue (e.g., OTTO SEO, Keyword Research, Backlink Analyzer).
- **Any error messages:** Copy or screenshot any error text displayed on screen — this is extremely useful for diagnosis.
- **Steps you already tried:** Let us know if you refreshed the page, tried a different browser, or attempted any other troubleshooting steps.

## **✅ Examples of Helpful Support Messages**

Here are examples of messages that help our team respond quickly and accurately:

- **Clear and specific:** "I'm trying to run a site audit on my project but the crawl has been stuck on 0% for 20 minutes. I've already refreshed the page and the issue persists."
- **Clear and specific:** "My keyword rankings stopped updating three days ago. The last update shown is from Monday. Is there a known delay?"
- **Too vague to act on:** "I need customer service." — Our team will need to ask what you need help with before they can assist, which adds time to your resolution.

## **🛠️ Common Reasons Customers Contact Support**

If you are not sure how to describe your issue, here are some common topics our team helps with — use these as a starting point:

- A feature is not working as expected or producing incorrect results
- You cannot access a tool, project, or report inside the platform
- You have a billing or subscription question
- You need guidance on how to use a specific feature or tool
- You received an unexpected error message
- Data appears missing, outdated, or inconsistent
- You want to understand what a metric or report means

## **💡 Tips for a Faster Resolution**

Follow these best practices to reduce back-and-forth and get your issue resolved in a single interaction:

1. **Be specific:** The more context you provide upfront, the fewer follow-up questions our team will need to ask.
2. **Include your project name:** If your issue is tied to a specific project or domain, mention it by name so the team can locate it quickly.
3. **Note the exact error message:** Copy the full text of any error — even partial messages help narrow down the cause.
4. **Note the time it occurred:** If the issue happened at a specific time, include that timestamp so the team can check logs if needed.
5. **Check the Help Center first:** Search for your topic here — many common questions about features, billing, and tools are already answered in detail.

## **🚀 How to Reach a Human Agent Right Now**

If you have gathered your details and are ready to speak with someone, or if you have reviewed the Help Center and still need assistance, here is exactly what to do:

1. Open the chat widget in the bottom-right corner of the platform.
2. Type **human teammate** to be instantly routed to a live member of our support team.
3. Share the information you gathered above — your project name, what you were trying to do, what happened, and any error messages — so the agent can begin helping you immediately without delay.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.