Your Trading Experience Matters

Please remove this app support form insights section before publishing.

The form is meticulously structured to function as a diagnostic tool. Its primary goal is to transform a customer's potentially vague complaint into a precise, actionable problem report. This is achieved by systematically collecting information that mirrors the technical and operational data a support team would need to investigate an issue on their backend systems.

1. User and Account Information

• Rationale: This is the foundation. Before anything can be investigated, the user must be uniquely identified.
• "Full Name" & "Email Address": These are for direct communication and basic user verification.
• "Account User ID/Username": This is the most critical piece of data. In a financial application, user IDs are often tied directly to all transaction logs, account balances, and security data. Providing this immediately allows the support agent to pull up the customer's account, skipping time-consuming manual searches.
• "Date of Last Successful Login": This is a key diagnostic question for access issues. If a customer says they can't log in, this information helps determine if the problem is a recent change in their account (e.g., a security flag, password reset), or a persistent problem.

2. Problem Details

• Rationale: This section helps triage and categorize the issue, directing it to the most qualified team member and providing a high-level overview.
• "Problem Category": This is a powerful feature for a support ticketing system. Instead of all tickets going to a general queue, this allows for immediate routing. An "App Performance" issue can go to the technical team, while a "Funds & Transfers" issue goes to the finance or compliance team. This reduces resolution time significantly.
• "Detailed Description of the Problem": This is the heart of the form. The specific phrasing—"what you were trying to do, what happened instead"—is a standard bug-reporting template. It forces the user to provide a step-by-step account of their actions, which is essential for developers to reproduce the bug.
• "Date and Time of the Incident": This is arguably the most vital piece of information for a trading app. Every server-side action (trade execution, deposit, data feed update) is logged with a precise timestamp. This information allows the support team to pull the exact log entry for the incident and see the system's perspective on what occurred at that moment.

3. Technical Information

• Rationale: This section is designed to rule out environmental factors and identify bugs specific to a particular platform or version.
• "Platform," "Device Model," "OS Version," & "App Version": These are critical for diagnosing technical faults. A bug may only appear on a specific version of iOS, or only on older devices with less memory. An out-of-date app version could have a known bug that's already been fixed. This information immediately tells the support agent if the problem is a known issue, a platform-specific bug, or simply a need for a software update.
• "Internet Connection": A significant portion of trading app issues are related to network latency or instability. This question helps the support team immediately rule out or flag a network issue as a potential cause of delayed data or failed orders.
• "Web Browser Details": A trading platform that offers a web interface must account for differences between browsers. A bug might exist only on Safari, or only on an older version of Chrome. This detail saves the team from chasing a ghost bug on a different browser.

4. Relevant Trading Information

• Rationale: This section is specific to the nature of a trading app and allows the support team to locate a specific transaction, not just a general issue.
• "Asset/Symbol," "Order Type," "Order Size," & "Intended Action": These details are like coordinates on a map. They allow the support agent to search their database for the exact failed trade attempt. Without them, the agent would have to sift through potentially hundreds or thousands of transactions to find the one in question.
• "Error Message": Error messages often contain unique alphanumeric codes that point directly to the cause of a failure in the application's backend. Providing the exact message can be the difference between a quick resolution and a lengthy investigation.

5. Additional Information

• Rationale: This final section helps to avoid redundant effort and provides supplementary evidence.
• "Troubleshooting steps already taken": This prevents a support agent from suggesting basic steps like "have you tried restarting your phone?" It allows them to start the investigation at a more advanced level.
• "Screenshots or video recordings": Visual evidence is invaluable. It can capture a UI glitch, an error message, or a sequence of events that is difficult to describe in text, providing irrefutable proof of the problem.

In summary, the form is a strategic tool designed for efficiency. By front-loading the information-gathering process, it empowers the support team to move from general questions to targeted diagnostics, dramatically reducing the time to resolution for the customer.

Please remove this mandatory questions recommendation before publishing.

Based on the app support form, here are the questions that are absolutely mandatory for a support team to effectively begin an investigation, along with a detailed explanation of why each is non-negotiable.

1. Email Address

• Why it's mandatory: The email address is the primary communication channel. It serves two vital purposes:
• 1. Case Confirmation & Follow-up: It allows the support system to immediately send an automated email confirming receipt of the issue, providing a case number, and giving the customer a point of contact for further communication.
  2. User Verification: In many cases, the email address is directly linked to the user's account. It is often the first piece of data an agent uses to find the user's information and verify their identity.

2. Account User ID/Username

• Why it's mandatory: This is the single most important piece of information for a financial application. A User ID is the unique identifier tied to every piece of data related to that customer—their transaction history, order book, account balance, and security settings. Without this, a support agent has no way to access the user's account data on the backend. It would be like a doctor trying to find a patient's medical records without their name or a patient ID number.

3. Detailed Description of the Problem

• Why it's mandatory: This is the core of the support ticket. Without a description, the support team has no idea what the problem is. The form's structure guides the user to provide a clear narrative ("what you were trying to do, what happened instead"), which is essential for a developer or support agent to understand and attempt to reproduce the issue.

4. Date and Time of the Incident

• Why it's mandatory: In a trading and investing app, this is arguably the most crucial piece of data. Every action—every trade, every data point, every system event—is logged with a precise timestamp. The date and time act as a crucial filter, allowing the support team to:
• • Pinpoint the Server Logs: Quickly search the server logs for the exact moment the incident occurred.
  • Correlate Events: Cross-reference the user's reported action with market data and system health at that specific time. This helps to determine if the issue was caused by a user error, a system glitch, or a wider market event. Without this, a support team would have to sift through a vast amount of data to find the relevant log entries, leading to significant delays.

5. App Version and Platform (iOS, Android, Web)

• Why they are mandatory: These two pieces of information are fundamental for diagnosing any technical issue.
• • App Version: Many bugs are specific to a particular version of the application. Knowing the version tells the support agent if the problem is a known issue that has already been fixed in a newer release, or if it is a new bug that needs to be investigated. It prevents the team from spending time troubleshooting an issue that a simple app update would resolve.
  • Platform: A bug on iOS may not exist on Android or the web platform. Knowing the platform allows the team to replicate the issue on the correct operating system and focus their diagnostic efforts effectively.

Conditionally Mandatory Questions

The following questions are mandatory if they are relevant to the problem the customer is reporting.

• Asset/Symbol: If the issue is related to a specific trade or data feed.
• Order Type & Order Size: If the issue is related to a specific trade execution or order placement.
• Error Message: If an error message appeared on the screen, providing it is mandatory for immediate diagnosis, as the message often contains a specific code that points directly to the cause of the failure.