Know when to escalate an issue to Cotonity support, how to gather the right diagnostic information before submitting a ticket, and what to expect from the support process.
Self-service first — when to escalate
Most issues can be resolved using the troubleshooting articles in this knowledge base and the debugging tools built into the Cotonity platform. Before contacting support, work through the relevant troubleshooting guide for your issue type and attempt at least one self-service resolution step. Escalate to support when: you have followed the troubleshooting steps and the issue persists, you are seeing behavior that appears to be a platform bug rather than a configuration issue (for example, a correctly configured step consistently produces wrong results), you have lost data due to an unexpected platform behavior, or you are experiencing a service availability issue affecting multiple agents. For billing and account questions, contact support directly without self-service troubleshooting.
Gathering diagnostic information
A well-prepared support ticket is resolved significantly faster than a vague one. Always include: (1) The agent name and agent ID (visible in the URL when the agent is open). (2) The run ID of a specific failed run that demonstrates the problem — copy it from the Activity log. (3) A description of what you expected to happen versus what actually happened. (4) The exact error message or error code shown in the step detail panel. (5) The date and time the issue first occurred. (6) Any recent changes made to the agent, its connections, or your account settings before the issue began. If the issue involves an integration with an external system, also note any recent changes on that system's side.
How to submit a support request
Submit support requests through the Help menu in the Cotonity navigation bar — click the question mark icon and select 'Contact Support'. Avoid emailing support addresses directly, as tickets submitted through the in-app form are automatically pre-populated with your account ID and plan details, which speeds up triage. For issues that are actively impacting business operations, select 'Urgent' as the priority level so the ticket enters the priority queue. Include any screenshots or screen recordings that illustrate the problem in the ticket attachments. You can attach up to 10 files per ticket; for large log exports, upload them to your preferred file sharing service and include the link.