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Explanation
If you have a support form on your website, then you can ask your customer to perform a scan ("help us to help you").

This can be done upon completion of the form or in the e-mail that is sent to the customer as a confirmation.

You can add the ticket number, so that the scan can be automatically linked to the ticket and the customer gets to see your own results page instead of all the details.

For customers that have already performed a scan and need help, you can specify a specific support page so that you can offer them dedicated support.