💬 How to contact the support team: best practices

🎯 1. Identify the problem

• What behaviour do you expect?
• What behaviour do you observe instead?
• When did the problem start occurring?

 

💡 2. Provide essential technical information

Each platform is different, but some data is always useful to support:

• The affected user/employee account

• Time and date of the problem 

• Screenshot or video illustrating the situation or error message

🧩 3. Describe the steps to reproduce the problem

• The exact steps leading to the problem (menu clicked, action taken, etc.)
• The expected result
• The actual result

Example:
I click on Settings > User > Invite a user
I complete all the fields and click on Save
The message ‘Error 500’ appears instead of adding the user

🕐 4. Mention the impact of the issue

To help the support team prioritise your request:

• How does it impact your daily tasks?
• Does the issue block a critical task?
• Does it affect a single user or the entire team?
• Is there a temporary solution?

Example: ‘The bug blocks the signing of a contract for an employee, who will therefore be unable to start work on Monday.’