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Before writing in, it is worth asking the assistant on the Help page — it answers from these articles and cites where its answer came from, so you can check it. If that does not resolve it, contact support.

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What to include

The difference between a same-day fix and three days of back-and-forth is usually just this:
1

What you expected, and what happened

“The chat should have gone to Sara, it went to Ali” beats “assignment is broken”.
2

One concrete example

A conversation, a customer name, a broadcast — something specific we can open. One real example is worth several paragraphs of description.
3

When it started

And whether it ever worked. “It stopped on Tuesday” points somewhere very different from “it has never worked”.
4

Which channel

Almost everything is channel-specific, and the name in your workspace is what we need.
5

Who is affected

One agent, or everyone? A single person usually means roles or channel grants; everyone usually means the channel or a setting.

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Things worth checking first

They resolve a large share of what reaches us:

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Reporting a wrong answer from the assistant

If the help assistant told you something incorrect, use the thumbs-down on the answer and say what was wrong. That goes straight to the people who maintain these articles, along with the question you asked and the article it answered from — it is the fastest way to get the documentation fixed for everyone.