To help us investigate and resolve your issue as quickly and efficiently as possible, please include the following information when submitting a ticket. Please also grant support access for 31 days when opening a ticket unless stated otherwise.
1. ✏️ Detailed Description of the Problem
Provide a clear and detailed explanation of the issue.
Include:
- What you expected to happen
- What actually happened
- Whether it’s a recurring issue or a one-time occurrence
- When the issue started
- Whether the issue is happening to an admin or a regular user
Example: “When trying to generate a report from Docs > People’s request page, the page freezes after I click ‘Download.’ This is happening for regular users but not for admins.”
2. 📸 Full-Page Screenshot
Attach a full-page screenshot showing the area where the issue is occurring. This helps us understand the exact context.
Tip: Make sure any relevant data or fields are visible.
Tip: Sometimes, if the issue is too complex, a video recording is a better option.
3. 🧭 Steps to Reproduce
Briefly describe what action you were taking when the issue occurred.
Example: “I went to the employee’s profile > Actions > Update profile > Change “Reports to” > Selected XYZ as the new manager > Selected 01/01/2026 as the effective date > Clicked “Save””.
4. 👤 People Affected
List the names and email addresses of the affected users.
5. ⚠️ Error Messages (if applicable)
If there’s an error on the screen:
- Include a screenshot of the error
- Open the browser console and share a screenshot of any messages there
(Right-click the page > Inspect > Console tab)
6. 🔐 Support Access
Please ensure that support access to your account is enabled so we can investigate the issue.
Navigate to:
Bob > System Settings > Account > Access > Support Account Access, and set the access to at least 31 days if possible.
If your issue involves sensitive data (e.g., payroll, compensation, or personal details), please also ensure that access to sensitive data is toggled on.
7. How we prioritise your case
Select the priority of your support request according to the impact on your company’s productivity. We will redefine the priority if there is a more appropriate one for the request.
