Your Feedback Helps Us Deliver a Better App!

Please remove this app support form insights section before publishing.

Here’s a detailed breakdown of the Accommodation App Support Form, explaining its structure, purpose, and how each section aids in efficient issue resolution:

1. User Information

Purpose:

• Ensures the support team can verify the user’s identity and account details.
• Helps diagnose device- or OS-specific issues.

Key Insights:

• Name & Email/Phone: Essential for follow-up communication.
• User ID/Account ID: Critical for account-related problems (e.g., login failures, booking access).
• Device & OS Version: Identifies compatibility issues (e.g., crashes on iOS 17 but not iOS 16).
• App Version: Rules out bugs already fixed in updates.

Improvement Tip:

• Add a checkbox for "Guest User" if the app allows bookings without an account.

2. Issue Details

A. Type of Issue (Categorization)

Purpose:

• Routes the ticket to the correct support team (e.g., payments vs. technical bugs).
• Speeds up resolution by narrowing the problem scope.

Key Insights:

• Login Issues: May require password reset or OTP troubleshooting.
• Booking/Reservation Problems: Often tied to inventory syncing or payment failures.
• App Crashes: Likely linked to device memory, OS conflicts, or corrupt installs.

Improvement Tip:

• Add sub-options (e.g., under "Payment Errors": "Declined card," "Double charge," "Currency mismatch").

B. Problem Description

Purpose:

• Recreates the issue for debugging.
• Identifies patterns (e.g., error occurs only when filtering by "pet-friendly" properties).

Key Insights:

• Repro Steps: Helps developers replicate the bug.
• Error Messages: Provides exact codes for backend investigation (e.g., "HTTP 500" vs. "Payment Gateway Timeout").
• Screenshots: Visual proof avoids miscommunication (e.g., a UI glitch).

Improvement Tip:

• Add a disclaimer: "Avoid sharing sensitive data (e.g., credit card numbers) in screenshots."

C. Booking-Specific Issues

Purpose:

• Isolates problems tied to a specific reservation (e.g., overbookings, incorrect rates).

Key Insights:

• Confirmation Number: Lets support pull backend logs.
• Payment Method: Rules out gateway-specific failures (e.g., PayPal vs. Stripe).
• Missing Emails: Suggests SMTP issues or spam-filter misclassification.

Improvement Tip:

• Ask: "Did you receive a SMS confirmation (if applicable)?"

D. Technical Issues

Purpose:

• Rules out user-side environment problems.

Key Insights:

• Wi-Fi vs. Mobile Data: Connectivity issues may cause timeouts.
• Reinstall/Restart Checks: Confirms whether it’s a cache issue.
• OS Updates: Flags incompatibility (e.g., "App crashes since Android 14 update").

Improvement Tip:

• Add: "Is the app permitted to use background data/notifications?"

E. Customer Support History

Purpose:

• Avoids duplicate tickets and provides context for recurring issues.

Key Insights:

• If the user has a prior ticket, support can escalate or reference past solutions.

3. Follow-Up Preferences

Purpose:

• Streamlines communication based on user availability.

Key Insights:

• Urgent issues (e.g., double charges) may warrant phone calls.
• Email is better for complex issues requiring screenshots.

Improvement Tip:

• Add an estimated response time (e.g., "Phone support: 2–4 hours; Email: 24 hours").

Why This Form Works

1. Structured Data: Standardized inputs reduce back-and-forth emails.
2. Diagnostic Efficiency: Technical details (OS, app version) help engineers pinpoint bugs faster.
3. User-Friendly: Clear sections prevent overwhelm while ensuring critical info isn’t missed.

Please remove this mandatory questions recommendation before publishing.

To ensure efficient troubleshooting while minimizing user frustration, the following fields should be mandatory (marked with an asterisk *). Others can remain optional to reduce friction.

1. User Information

Mandatory:

Email Address

• Why? Primary contact for support updates and ticket tracking.
• Without it, the team cannot follow up or verify the account.

Device Type & OS Version (e.g., iPhone 15, Android 14)

• Why? Critical for diagnosing OS-specific bugs (e.g., crashes on iOS 17.2).

App Version (e.g., v2.5.1)

• Why? Rules out issues fixed in newer updates or identifies version-specific bugs.

Optional (But Recommended):

• Full Name (helpful but can be pulled from the account if logged in).
• User ID (if the issue is account-specific).

2. Issue Details

Mandatory:

Type of Issue (Dropdown/Checklist)

• Why? Directs the ticket to the right team (e.g., payments vs. technical support).

Problem Description (Free-text: "What happened?")

• Why? Without context, support cannot prioritize or diagnose the issue.

Steps to Reproduce (If applicable)

• Why? Helps developers replicate and fix the bug (e.g., "App crashes when I filter by 'swimming pool'").

Conditionally Mandatory:

• Booking Reference Number* (If the issue is booking-related).
• • Why? Required to pull reservation logs or process refunds.
• Error Message* (If an error appeared).
• • Why? Provides backend teams with exact failure codes (e.g., "Error 403: Payment Declined").

Optional:

• Screenshots (Helpful but not mandatory for all issues).

3. Technical Checks

Mandatory (For Crash/Performance Issues):

Did you restart the app?* [Yes/No]
Did you restart your device?* [Yes/No]

• Why? Rules out temporary glitches before escalating.

Optional:

• Reinstalling the app (Advanced users only).
• Internet connection type (Useful but not always relevant).

4. Follow-Up Preferences

Mandatory:

Preferred Contact Method* (Email/Phone/Chat)

• Why? Ensures the team responds via the user’s chosen channel.

Why These Fields Are Mandatory

1. Minimizes Back-and-Forth
2. • Without email or device info, support cannot verify or troubleshoot effectively.
2. Prioritizes Urgency
3. • A booking reference number is mandatory for reservation issues to avoid delays in resolving critical problems (e.g., double charges).
3. Improves Debugging Efficiency
4. • Repro steps and error messages save hours of guesswork for engineers.