Report a problem
Something is broken, wrong or blocking you? Tell us from the dashboard. Support is open on every plan.
Where to report it
- The lifebuoy in the top bar — Report a problem. Available on every page.
- Report on an error message, when the dashboard shows one.
- Report this on the error screen, if a page fails to load.
- Help in the top bar opens a chat that answers from these docs. If it can't solve it, Open a case turns the conversation into a report.
What the form asks
- In one line — a short title.
- What happens — what you see.
- What you expected instead — optional, but it helps.
- How much does it block you? — Critical: you can't work. High: a feature is unusable. Normal: it's wrong, but there's a way around it. Low: cosmetic.
You don't need to explain where you were. Under Captured automatically the form shows what it attaches for you: the store, the product, category or page you had open, the page of the dashboard, and the last error the dashboard showed you. You can leave that error out if it's unrelated.
Reports are text only; attachments aren't accepted yet.
What happens next
- In review. Every report is read by a person on the team before it becomes a case. Until then it shows as In review on your cases page.
- The case is open. Once accepted, it appears under Support cases in your account menu, with its state and the conversation.
| State | What it means |
|---|---|
| Open | The case exists and is waiting for the team. |
| Acknowledged | Someone on the team has it. |
| Waiting for customer | We need something from you. Reply in the case. |
| Resolved, pending confirmation | We think it's fixed. Check, and confirm or reply. |
| Closed | You confirmed it's resolved. |
Anyone in your organization can see its cases and reply. Replying to a case that is waiting for you, or one marked resolved, sends it back to the team.
You get an email when a person from the team replies. State changes don't send email: check Support cases to follow them.
A case closes only when you confirm
A fix on our side doesn't close your case. When the case reaches Resolved, pending confirmation, check that it works for you and click Confirm it is resolved. The case closes with your name as the person who confirmed it.
If it isn't fixed, reply in the case instead. If the problem comes back after a case is closed, report it again.
Prefer email?
Write to help@clione.ai.