What to include
Support requests are easiest to handle when they describe the problem, the location, and the desired outcome. You do not need technical language. Use normal business language and include enough detail to understand the issue.
- What page, feature, form, or service is affected
- What you expected to happen
- What actually happened
- When you first noticed it
- Whether customers are blocked or it is a routine change
- Screenshots, PDFs, or images when they help explain the issue
Good request examples
Website change
"Please update the Saturday hours on the homepage and footer to 9 AM to 2 PM. This should go live before next weekend."
Bug report
"The estimate form on the contact page shows an error after I submit it from my phone. I attached a screenshot and tested it today around 3 PM."
Files and screenshots
Attach screenshots, images, PDFs, or reference files when they clarify the request. Keep files limited to the work. If a screenshot includes private customer information, crop or blur it before uploading when possible.
Do not include credentials
Do not put passwords, API keys, private tokens, recovery codes, payment card details, or other sensitive credentials in request text, comments, screenshots, or attachments. If access is needed, Banyan Tree Design will ask for a safer invitation or collaborator path.
Urgent versus routine
If customers cannot contact you, pay you, submit a form, or view an important page, say that clearly. If the request is a normal text, photo, service, or layout update, describe the change and any real deadline.