Zapof

Help Us Keep the Creative Magic Alive

This form is designed to help our support team gather the necessary details to efficiently resolve any issues you might be experiencing with our kids' creativity application. Please fill out the form with as much detail as possible.

Contact Information

Parent/Guardian Name:

Email Address:

Phone Number:

Preferred contact method:

Device and App Information

App Name:

App Version:

Device Model:

Operating System Version:

Has this issue occurred on any other devices?

Describe the Problem

Please provide a title for your issue: (e.g., "App crashes when saving a drawing," "In-app purchase not appearing")

What section of the app were you in when the problem occurred? (e.g., The main menu, the drawing canvas, the sticker library, the gallery)

What was the child trying to do when the issue happened? (Please be specific, e.g., "They were drawing with the 'glitter' brush," "They were tapping the 'record video' button," "They were attempting to purchase the 'Sticker Pack' add-on.")

What happened? (e.g., "The app froze and then closed," "A black screen appeared," "The button was tapped but nothing happened," "A saved drawing is no longer visible in the gallery.")

Steps to Reproduce the Problem

Please provide a numbered list of the exact steps that led to the problem. This is the most crucial part of helping our developers find and fix the issue.


Example:

  1. Open the app.
  2. Tap on "New Drawing."
  3. Select the "Rainbow" brush.
  4. Draw a circle on the canvas.
  5. Tap the "Share" button.
  6. The app crashes immediately.


Your Steps

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In-App Purchases and Lost Content

Does your issue relate to an in-app purchase?

If yes, what was the name of the purchase? (e.g., "Full Brush Set Unlock," "All Stickers")

Are you able to provide proof of purchase?

Does the issue relate to a lost or corrupted creative piece?

If yes, can you describe the content of the missing piece? (e.g., "A blue cat with a red hat," "A five-page comic book")

Additional Information

Is the child using any specific accessories with the device?

Yes

No

Not sure

If yes, please list the accessories being used with the device: (e.g., A third-party stylus, A keyboard case, Wireless headphones, A protective screen protector)

Is there a specific time of day or creative tool that seems to trigger the issue?

If yes, please describe the specific time or tool that seems to trigger the issue: (e.g., 'The app crashes when I use the 'Watercolor' brush', 'The issue only happens after 8 PM', 'It freezes whenever I select the color #FF0000', 'It happens when I use a specific pressure sensitivity setting'.")

Please attach any relevant screenshots or a short video recording of the issue. (This is extremely helpful for us!)

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 well-designed and comprehensive form that goes beyond generic questions to gather the specific, actionable information needed to resolve issues in a kids' creativity app.

Here's a breakdown of the key insights and why each section is so effective:

Key Strengths of the Form

  • Targeted Questions: The form is tailored specifically for this app genre. It asks about what the child was doing and the specific creative tools they were using (e.g., "the glitter brush"). This kind of detail is invaluable and wouldn't be found in a standard support form.
  • Structured Troubleshooting: The form guides the user through a logical progression, starting with general information and moving to the most crucial part: the steps to reproduce the problem. This encourages the customer to think methodically about the issue, providing developers with a clear and repeatable path to the bug.
  • Emphasis on Critical Details: The inclusion of "App Version," "Device Model," and "Operating System Version" is crucial for any technical support. This information helps the team test the issue on the exact hardware and software a customer is using.
  • Handling Sensitive Issues: Sections dedicated to in-app purchases and lost content show forethought. These are common points of frustration, and having dedicated questions helps the support team prioritize and deal with these issues directly, often before the customer even thinks to mention them.
  • Leveraging Visual Evidence: The final section, which requests screenshots or video recordings, is a game-changer. For a visual app like this, a picture or a short video can often explain a problem far better than a thousand words, saving significant time for both the customer and the support team.

The form's structure is excellent because it helps the customer provide a more complete and useful report, which in turn allows your support team to be more efficient and effective.

Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


That's a great question. The form is designed to gather a lot of information, but a few questions are absolutely mandatory for the support team to even begin addressing an issue. Without these, the ticket is essentially a non-starter.

The mandatory questions and sections are:

  1. Parent/Guardian Name & Email Address (Section 1): This is foundational. The support team needs a way to contact the customer to provide updates, ask follow-up questions, or confirm that the issue has been resolved. Without this, the entire support process is impossible.
  2. App Name & App Version (Section 2): This is a critical first step for the technical team. Different versions of an app can have different bugs, and a fix in the latest version might not exist in an older one. Knowing the exact app and version prevents the support team from wasting time troubleshooting a problem that might have already been fixed.
  3. What was the child trying to do when the issue happened? & What happened? (Section 3): These two questions get to the core of the problem. "What happened?" describes the symptom (e.g., "the app crashed"), while "What was the child trying to do?" provides the context (e.g., "when they tapped the save button"). A support team needs both to understand the user's intent and the resulting failure.
  4. Steps to Reproduce the Problem (Section 4): This is arguably the single most important section for the development team. A bug cannot be fixed if it cannot be replicated. Providing a clear, numbered list of steps allows developers to follow the exact path a user took, making it much easier to pinpoint the source of the issue and verify that a fix works.


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