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Get Help with Your Car Rental App

Thank you for reaching out to us. To help our support team resolve your issue as quickly as possible, please provide as much detail as you can.

User & Account Information

Your Full Name:

Email Address:

App User ID:

Device & App Information

Device Type:

Operating System & Version:

[Your App Name] Version:

Issue Details

Issue Title:

Date and Time of Occurrence (including timezone, if possible):

 

Detailed Description of the Problem:

 

What were you trying to do when the issue occurred?

What did you expect to happen?

What actually happened?

Please describe the steps you took leading up to the issue.

Specific Issue Categories

Booking & Reservation Issues:

 

Reservation Number (if applicable):

Pickup Location:

Drop-off Location:

Booking Date(s) & Time(s):

Date and Tme

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Specific problem (e.g., "Error when trying to book," "Reservation did not appear in my account," "Failed to cancel booking"):

Payment & Billing Issues:

 

Reservation Number (if applicable):

Payment Method Used:

Issue (e.g., "Charged twice," "Received incorrect receipt," "Payment method was declined"):

 

Account & Profile Issues:

 

Login Status (e.g., "Cannot log in," "Already logged in but profile is incorrect"):

Specific problem (e.g., "Password reset link not working," "Personal details not updating"):

 

Vehicle & Rental Issues:

 

Reservation Number (if applicable):

Vehicle Make/Model:

Specific problem (e.g., "Keyless entry not working," "The vehicle was dirty," "Pre-existing damage not noted"):

 

Technical & Performance Issues:

 

Issue (e.g., "App crashes on launch," "App is very slow," "Buttons not responding"):

Was there an error message?

If so, please write the exact message here:

Attachments

Please include any screenshots or screen recordings that show the issue. This is incredibly helpful for us to understand and diagnose the problem.

Description / File Name

Upload File

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App Support Form Insights

Please remove this app support form insights section before publishing.


This is a great form! It's well-structured and designed to collect the maximum amount of relevant information with minimal back-and-forth, which is key to an efficient support process.

Here are some detailed insights into its design and effectiveness:

Logical Flow and Triage

The form is structured with a clear, logical flow, moving from general user and device information to specific details about the issue. This guides the user through the process and ensures no critical information is missed. The "Specific Issue Categories" section acts as a powerful triage tool. A support team can use this information to immediately route the ticket to the right department—like the billing team for a payment issue or the development team for a technical bug. This avoids delays and gets the issue in front of the right person faster.

Key Questions and Their Purpose

Each section serves a specific purpose in narrowing down the problem:

  • User & Account Information: The most critical starting point. Without an email or User ID, it's impossible to locate the user's account and history.
  • Device & App Information: This is essential for debugging. Knowing the device type, OS version, and app version allows developers to reproduce the issue on an exact or similar setup. An issue might only occur on a specific version of Android or a particular phone model.
  • Detailed Description of the Problem: This section is invaluable. While the categories are helpful, this is where the user's narrative provides context. The questions about what the user "expected to happen" and the "steps you took" are particularly useful. They reveal the user's intention and provide a clear, step-by-step path for a support agent to attempt to replicate the problem.
  • Specific Issue Categories: These questions collect structured data. This is much more efficient than reading through a block of text. Fields like "Reservation Number" or "Pickup Location" allow the support team to perform database lookups instantly.
  • Attachments: This is arguably the most important part of the form. A screenshot or screen recording can save hours of back-and-forth communication. It provides irrefutable evidence of the problem and shows exactly what the user is seeing on their screen, which can often highlight a subtle detail that text alone can't convey.

The form successfully shifts the burden of information gathering from the support agent (who would have to ask all these questions manually) to the user, who is in the best position to provide the details. This proactive approach streamlines the entire support pipeline and leads to quicker resolutions.

Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


Based on the support form you've provided, the mandatory questions—while not explicitly marked as such—are the ones absolutely essential for the support team to even begin investigating and responding to an issue.


Here are the questions that are critical for every support ticket and the reasons why:


  • Email Address: This is the most crucial piece of information. Without an email, the support team has no way to contact the user to ask for more details, provide a solution, or confirm that the issue has been resolved. It is the primary means of communication.
  • Detailed Description of the Problem: This is the core of the support request. While the form has specific categories, the detailed description provides the narrative context. It helps the support agent understand:
    • What the user was trying to do: Their intended action.
    • What they expected: Their desired outcome.
    • What actually happened: The unexpected and problematic result.
    • The steps they took: The exact sequence of actions that led to the problem, which is vital for the team to try and replicate the issue.
  • Device Type, Operating System & Version, and App Version: These are mandatory for technical troubleshooting. This information helps the development team diagnose if the problem is specific to a certain phone model, a particular mobile operating system version, or a bug that has already been fixed in a newer release of the app. Without this data, they would be blindly trying to reproduce a problem in an unknown environment.

To configure an element, select it on the form.

To add a new question or element, click the Question & Element button in the vertical toolbar on the left.