Reporting an Issue

If something looks wrong — in the app or with a device — you can report it to the support team without leaving the platform. Reports become support tickets with a live conversation thread, so you can follow progress and reply.

The report-issue button

The Report an issue button is the small sad-face icon in the header, next to the menu button. It also appears inside the device settings window, so you can report from wherever you are.

Don't see the button?

The issue button is currently being rolled out to selected accounts. If it isn't visible for you yet, contact your administrator.

When you click it, the app automatically captures a screenshot of your current screen (before the form opens, so the form itself isn't in the shot) and opens the Report an issue form.

Adding a screenshot & description

The form has:

• Title (required) — a short summary of the problem.
• Description — what happened, and what you expected to happen. The more detail the better.
• Screenshot — a preview of the automatic capture, with an Include tick-box. Untick it if you'd rather not attach the screenshot.
• Additional images — drag and drop, click to browse, or paste (Ctrl/Cmd+V) up to 5 further images (10 MB each) — for example a photo of the unit itself.

Select Submit issue. You'll see "Thanks — your issue has been logged." with your ticket number, and buttons to Close or View ticket.

The ticket automatically records which screen you were on and your app version, so you don't need to describe those.

Following the conversation

Open Support Tickets from the navigation drawer to see all your tickets. When support replies:

• a red dot appears on the menu button in the header;
• the Support Tickets row in the drawer shows a red count badge;
• unread tickets are shown in bold with a red dot in the list.

Click a ticket to open its thread. Support replies are highlighted and tagged (support). Type in the "Write a reply…" box — you can attach images to replies too — and select Send. Replies from support appear in the thread live while you have it open.

Each ticket also offers:

• Defer (the snooze-bell icon) — parks a ticket you want to set aside; it moves to the Deferred tab until you un-defer it.
• Archive (closed tickets only) — tidies a finished ticket away to the Archived tab. Archiving is just housekeeping on your own view; if a ticket is ever reopened it reappears automatically.

The list has Active / Deferred / Archived tabs, and the Active tab can be filtered by status.

Ticket statuses

Status	Meaning
Open	Logged, awaiting the support team.
In progress	Support is working on it.
Escalated	Passed to the engineering team.
Resolved	Support believes it's fixed — check and reply if not.
Closed	Finished. Closed tickets can be archived.
Deferred	Parked (by you or by support) for later.