Redacted support report template
Download a support report template that tells us exactly what went wrong, with a filled-in example and a list of what to remove before you send it.
When something isn't working, a clear report helps support fix it faster, often without needing to come back to you with questions. This template shows what to include and, just as importantly, what to leave out, such as passwords and customer details. It's for anyone contacting Spacebrain support, and for agencies reporting a problem on behalf of a client.
Download support-report-template.md
Before you begin
- Check the status page first at base.spacebrain.ai/status. If there's a known issue, you may not need to report it.
- Try it once more, carefully. Note exactly what you clicked and what you saw.
- Don't keep retrying anything that sends a message, makes a call or takes a payment. You could create duplicates.
The template
Summary: [one sentence]
Workspace/sub-account: [name and non-secret ID]
Affected module/object: [module and non-secret ID]
First observed: [YYYY-MM-DD HH:MM timezone]
Last known success: [time or unknown]
Impact: [who/what is affected; no customer content]
Expected: [observable result]
Actual: [observable result and exact redacted error]
Safe reproduction:
1. [step]
2. [step]
3. [result]
Evidence checked:
- Spacebrain record/execution ID:
- Provider-side result:
- Status page checked at:
- Browser/device if relevant:
- Changes immediately before issue:
Already tried: [actions and results]
Customer-facing action completed? [yes / no / unknown]
Safe to retry? [yes / no / unknown and why]What the fields mean
| Field | In plain words |
|---|---|
| Summary | One sentence: what's broken |
| Workspace/sub-account | The name at the top of your left sidebar |
| Affected module/object | Which part of Spacebrain, and which item (for example, the automation name) |
| First observed / Last known success | When it started, and when it last worked, with your time zone |
| Impact | Who's affected and how badly, without customer names |
| Expected / Actual | What should have happened, and what happened instead, including the exact error message |
| Safe reproduction | The steps to make it happen again, without contacting real customers |
| Evidence checked | Where you looked, such as Automations → Runs or the connected app |
| Provider-side result | What the other service shows (for example, Gmail's sent folder or Stripe's dashboard) |
| Customer-facing action completed? | Did an email, text, call or payment actually go out? |
| Safe to retry? | Would trying again risk sending something twice? |
Worked example
Summary: New-lead automation stopped creating tasks this morning.
Workspace/sub-account: Brightside Dental
Affected module/object: Automations – "Review each new lead"
First observed: 2026-09-24 09:40 Europe/London
Last known success: 2026-09-23 17:12 Europe/London
Impact: 6 new leads have no follow-up task. No customer messages involved.
Expected: A task "Review new lead" is created for each new lead.
Actual: Each new run fails on the task step. The error says the
assignee can't be found (exact text copied from the run).
Safe reproduction:
1. Create a test lead named "Test – support check".
2. Open Automations → Runs.
3. The newest run fails on the task step with the error above.
Evidence checked:
- Run ID shown in Automations → Runs (copied from the run)
- Provider-side result: not applicable
- Status page checked at: 10:05, no incidents
- Browser/device: Chrome on Mac
- Changes immediately before issue: removed a teammate (Leo) yesterday
Already tried: reassigned one lead by hand – worked.
Customer-facing action completed? No
Safe to retry? Yes – it only creates tasksThe last line in "Changes immediately before issue" is often the answer. Here, the automation was still assigning tasks to someone who'd been removed.
Remove before you send
Never include:
- Passwords, one-time codes, passkeys or recovery codes.
- Invitation links or password reset links.
- Card or bank details.
- API keys, access tokens (including tokens from Settings → AI Agents) or webhook secrets.
- Web addresses copied from a sign-in or "connect your account" window, which can contain private codes.
- Private links to documents, agreements or payment pages.
- Full customer messages, call recordings, uploaded files, or personal details you don't need to share.
Do include:
- Exact error messages, and the time with your time zone.
- IDs of the items involved (automations, runs, records). These aren't secret.
- Screenshots with customer names and emails blurred. Keep the error and time visible.
How to send it
Follow contacting support. You can also open Settings → Orbit AI and choose Open Help & support from inside Spacebrain.
FAQ
What if I don't know some of the answers?
Write "unknown." A partly filled report is still much better than none.
Should I include a screen recording?
Only if it helps show the steps, and only after checking it doesn't show passwords, tokens or customer details.
Next step
Next step
Keep moving
Open the relevant Spacebrain screen or contact support if you need help.
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