When contacting support (both with Clarabridge as the Global PB team) with an issue related to a certain mention or case, the permalink to that mention or case should be shared (in addition to any relevant screenshots). The permalink is a unique direct link to that mention or case, allowing support teams to investigate the issue.
The permalink can be found by clicking at on the permalink button within a mention or case (see below screenshot). The easiest is to right-click on the icon and then click on 'copy link' in the context menu. Then, you can paste the URL in your support ticket, chat or email.