Request only the missing evidence
Ask a focused question when the next safe troubleshooting step depends on customer environment, timestamp, version, affected account, exact error, reproduction steps, or a redacted identifier. Explain why the detail matters and do not ask the customer to repeat information already in the thread.
Do not request secrets
If the customer already exposed a secret, stop copying it into drafts or notes and follow the incident process.
- Never request passwords, one-time codes, private keys, raw access tokens, or full payment-card details.
- Ask for redacted logs or identifiers when the complete value is unnecessary.
- Use a controlled upload or approved secure channel when sensitive diagnostic material is genuinely required.
- Escalate a suspected security or privacy issue instead of running unsafe troubleshooting.
Escalate with a usable handoff
Use the structured bug-report Markdown when the issue needs an external tracker. Direct Jira, Linear, and GitHub issue creation is not currently connected.
- State the customer impact and affected product or environment.
- Separate expected behavior from observed behavior.
- Include timestamps, versions, attempted steps, and sanitized evidence.
- Mark unknown details as unknown rather than guessing.
- Link the AppsResolve ticket and name the decision or owner needed next.