A well-prepared support request helps DQE Support diagnose and resolve your issue faster. This article lists the information to include depending on your issue type.
Always include
- A clear description of the issue: what you expected to happen and what happened instead
- The environment affected (production, sandbox, or test)
- The date and time when the issue was first observed
- Whether the issue is ongoing or intermittent
For API issues
- The API endpoint called and the HTTP method used (GET or POST)
- The full request payload (with sensitive data redacted if necessary)
- The full response received, including the HTTP status code
- Your licence code (never share your client secret)
- The environment URL used
See the API investigation checklist →
For Salesforce/Microsoft/Standalone issues
- The DQE One package version installed
- The Salesforce/Dynamics/Standalone edition and org type (production, sandbox, scratch)
- The affected record type and field
- Any error messages displayed in Salesforce or in the DQE logs
For address or data quality issues
- The exact input submitted (address, email, phone, or other data)
- The result returned by DQE
- The result you expected and why
Submit your request
Related articles
- What information should I provide when contacting DQE Support?
- How to report a production incident to DQE Support
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