How to Write Emails That Help Us Help You Faster

We’re here to support you, and the more detail you can share upfront, the faster we can resolve your issue.

Here’s a quick checklist and guide to help you send the most effective support request.

Using AI? Use our prompt below to generate a clear, concise email to PICMI Support.

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Always check out our FAQs first.

Quick Checklist

Before sending your email, make sure you’ve included:

• What you were trying to do
• What went wrong (expected vs actual result)
• Any error messages or screenshots
• Steps to reproduce the issue (if relevant)
• Any recent changes that might affect it
• Urgency level (optional but helpful)
• Organisation / job / person details (if applicable)
• Be specific in the subject line (review this after you've written the email!)

1. Tell us what you’re trying to do

A short sentence is often enough. If you think there are multiple questions, break them into separate lines or, even better, separate emails.

Examples:

• I'm trying to invite a person to a job
• My search results are not returning all the jobs I expected
• The birthdate field errors on import
• The name field is corrupted after I import a CSV
• The report is not listed for download
• The jobseeker is reporting that the pay rate is incorrect
• The jobseeker reports that they have not received an invite email

2. Describe what went wrong

Let us know what you expected to happen and what actually happened.

3. Add screenshots or error messages

They help us diagnose the issue immediately and avoid back-and-forth. If you received screenshots from the person applying, please include them in the email.

It's okay to provide multiple screenshots if they help us understand the issue better.

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Support teams rely heavily on screenshots to quickly understand customer issues. But raw, unedited screenshots often include unnecessary or distracting information. Cropping improves clarity and reduces back-and-forth communication.

Tips for Effective Cropping

• Keep the focus area centered.
• Include labels or context needed to understand the issue (e.g., the field name + error message).
• Exclude unrelated browser tabs, personal data, or empty space.
• If multiple elements are relevant, include all of them but keep it tight.

4. Share steps to reproduce (if you can)

Just a few bullet points help us recreate the issue on our side. Often writing this will help us identify the problem faster.

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Sometimes by writing down the problem you may even find and fix it yourself!

5. Mention any recent changes

Sometimes a small change is the key to solving the problem:

• Job updated
• Workflow added or changed
• Integration changed

6. Tell us if it’s urgent

If something is blocking your work, let us know so we can prioritise.

7. Include relevant account details

It really does help us find your setup quickly. Often this is in your email signature, but if it doesn't match the organisation in PICMI, please include it separately.

Examples:

• Organisation name
• Job title
• Person name or email address (receiving the agreement)

Prompt: "Help Me Write a PICMI Support Email"

Copy and paste the prompt below into ChatGPT (or similar) whenever you need help writing a clear, complete email to PICMI Support:

PROMPT START

I need to write an email to PICMI Support. Please help me draft a clear, complete message by asking me questions one by one to gather all the information PICMI needs.

Ask me for each of the following, in order, and wait for my response before moving to the next section:

1. What I’m trying to do

• Ask me for a short description of the task or action.

2. What went wrong

• Ask what I expected to happen and what actually happened.

3. Error messages or screenshots

• Ask me to provide any messages, screenshots, or jobseeker screenshots.
• Remind me to crop screenshots to show only the relevant fields or errors.

4. Steps to reproduce (if applicable)

• Ask me to list the steps that lead to the issue.

5. Recent changes

• Ask if any jobs/workflows/integrations were updated recently.

6. Urgency

• Ask whether this issue is blocking work or time-sensitive.

7. Account-specific details

• Ask for:
• Organisation name
• Job title or ID
• Person name or email (if applicable)

After collecting all answers, compile them into a well-structured email with:

• A specific subject line summarising the problem
• A clear, concise body that includes all the details
• Bullet points where appropriate

End by reminding me to attach my screenshots before sending.

PROMPT END