Whenever you reach out to the XEA support team due to an issue you are facing on the application and the support team asks you to share a support zip for investigating purposes.
1) Please go to connections on the application's top menu items and click on Jira/Xray Connections
2) Once that is done, click on the support tab and enable the Debug Mode.
3) Once you enable the Debug Mode, try to replicate the issue one more time, come back to the same support page, and download the support zip.
4) Once you have downloaded the support zip, share it with the support team.