'Formatting support requests for faster resolution'

When you contact Supabase Support, a clear and focused ticket helps our team understand the issue, assess its impact, and begin investigating.

If you use an LLM to help write your ticket, give it the information you have gathered, such as your notes, exact error messages, and relevant evidence, combined with the prompt below. The LLM will organise this information into a concise, technically useful support ticket while removing repetition, speculation, and irrelevant details.

Before submitting the generated ticket, review it carefully to confirm that all details are accurate and that it does not contain passwords, API keys, access tokens, personal data, or other sensitive information. An LLM should help organise the information you provide, it should never invent missing details.

Prompt:#

Prioritise clarity over completeness. Include only information that helps the support team understand, reproduce, or investigate the issue. Remove repetition, speculation, generic explanations, attempted diagnoses without evidence, and irrelevant background.

A shorter ticket containing verified facts is preferable to a longer ticket containing assumptions.

Use the following structure:

Summary: One or two sentences describing the specific problem.

Impact: What is blocked or degraded, who is affected, and whether the issue is ongoing.

Expected behaviour: What should happen.

Actual behaviour: What happens instead, including the exact error message where available.

Steps to reproduce: The shortest reliable sequence of steps. If the issue cannot be reproduced consistently, say so.

Environment: Only relevant identifiers and configuration, such as project reference, region, product or feature, client or library version, and approximate timestamps with timezone. Never include passwords, API keys, tokens, or other secrets.

Troubleshooting completed: Briefly list actions already attempted and their results.

Evidence: Include only relevant logs, queries, screenshots, or request IDs. Use short excerpts instead of full log dumps.

Request: State clearly what assistance or outcome is needed from Support.

Requirements:

• Aim to keep the ticket under 300 words, excluding essential logs or code.
• Put the most important information first.
• Do not repeat information across sections.
• Do not invent, assume, or infer missing details.
• Clearly label any uncertainty.
• Preserve exact error messages, timestamps, and identifiers.
• If essential information is missing, list no more than three questions under Missing information.
• Do not include greetings, apologies, conclusions, or commentary about how the ticket was written.