Report an Issue: Your To-Do App

Please remove this app support form insights section before publishing.

Here’s a detailed breakdown of the To-Do List App Support Form, explaining why each section is included and how it helps resolve customer issues efficiently:

User & Device Information

Purpose:

• Identifies compatibility issues tied to specific devices, OS versions, or app builds.
• Helps replicate the issue in a controlled environment for debugging.

Key Insights:

• App Version: Critical because bugs may exist in older versions (fixed in updates).
• Device Model & OS: Some issues only occur on certain hardware (e.g., iPhone vs. Android) or OS versions (e.g., iOS 17 bugs).
• Marketplace: Rules out installation source problems (e.g., sideloaded APKs vs. Play Store).

Issue Description

Purpose:

• Categorizes the problem to route it to the right team (e.g., crashes → developers, sync → backend).
• Identifies patterns (e.g., "App crashes when marking tasks complete" points to a code flaw).

Key Insights:

• Frequency & Reproducibility:
• • Every time → Likely a critical bug.
  • Occasionally → Could be race conditions or sync conflicts.
• Steps to Reproduce: Essential for developers to isolate the cause (e.g., "Crash happens after swiping left on a task").

Troubleshooting Steps Taken

Purpose:

• Avoids redundant suggestions (e.g., asking users to "restart the app" if they already did).
• Reveals user behavior (e.g., reinstalling may delete unsynced data).

Key Insights:

• If a user reinstalled the app but the issue persists, it may indicate:
• • Account/server-side corruption.
  • Device-level problems (e.g., storage permissions).
• Cache cleared but no fix? Suggests deeper data corruption or API failures.

Additional Details

Purpose:

• Uncovers edge cases (e.g., syncing with third-party tools like Google Tasks).
• Identifies premium-tier bugs (e.g., paid features failing).

Key Insights:

• Integrations: Sync issues often stem from API throttling or auth token expiry.
• Error Messages: Even vague ones (e.g., "Error 504") help trace backend/logs.
• Screenshots/Video: Visual proof of UI glitches or workflow breaks.

Support Preferences

Purpose:

• Streamlines communication based on user convenience.
• Reduces follow-up delays (e.g., users who prefer email may ignore in-app notices).

Why This Structure Works

1. Prioritizes Critical Info:
2. • Device/OS data is collected upfront to filter out environment-specific bugs.
2. Reduces Back-and-Forth:
3. • Detailed reproduction steps mean less "Can you clarify?" from support.
3. Helps Triage:
4. • Crashes → Developers.
   • Syncing → Backend team.
   • UX issues → Design team.
4. Scalable for Analytics:
5. • Structured data allows tagging common issues (e.g., "30% of crashes occur on iOS 17.5").

Potential Improvements

• Automated Suggestions:
• • If a user selects "Notifications not working," link to a guide on enabling app permissions.
• Log Collection:
• • Optional upload of app logs (for advanced users).
• Severity Scale:
• • Let users rank urgency (e.g., "Blocks all app usage" vs. "Minor annoyance").

Please remove this mandatory questions recommendation before publishing.

(Essential for diagnosing and resolving issues efficiently)

1. Email Address (Required for follow-up)

Why Mandatory?

• Support teams must have a way to contact the user for clarifications or updates.
• Critical for sending troubleshooting steps, confirming fixes, or escalating issues.
• Without it, users may never receive a resolution.

2. App Version (Found in Settings > About or App Info)

Why Mandatory?

• Bugs are often version-specific (e.g., "Crash in v2.1, fixed in v2.2").
• Helps avoid wasting time on issues already patched in updates.
• If the user is on an outdated version, the first response can be: "Update the app."

3. Device Model & Operating System Version

Why Mandatory?

• Many bugs are device/OS-specific (e.g., iPhone 15 Pro screen flickering, Android 14 sync failures).
• Lets developers replicate the issue on the same hardware/software combo.
• Example: A crash on iOS 17.5 might not happen on iOS 16.

4. Marketplace Where You Downloaded the App (Apple App Store, Google Play, etc.)

Why Mandatory?

• Ensures the app was installed from a verified source (sideloaded APKs or TestFlight builds can behave differently).
• Some bugs only occur on specific store versions (e.g., App Store’s sandbox mode vs. production).

5. Issue Description (Problem Type & Steps to Reproduce)

Why Mandatory?

• Without knowing what’s broken, support cannot help.
• Steps to Reproduce are critical for debugging:
• • If the issue cannot be replicated, it may be a rare edge case or user error.
  • Example: "App crashes when swiping left on a task" is actionable; "App is buggy" is not.

Why Other Fields Are Optional

• Name: Not needed for technical troubleshooting (email is sufficient).
• Troubleshooting Steps Taken: Helpful but not mandatory—users may not know what to try.
• Screenshots/Logs: Useful but not all users can provide them.

Key Takeaways

1. Mandatory fields = Minimal viable data to start debugging.
2. Without these, support teams waste time asking follow-up questions.
3. Prioritizes efficiency—users get faster resolutions, and teams spend less time guessing.