Your task manager: How can we help?

Please remove this app support form insights section before publishing.

Here’s a detailed breakdown of the Task Management App Support Form, explaining the purpose of each section, why specific questions are included, and how they help streamline customer support and issue resolution.

1. User & Device Information

Purpose:

• Ensures support agents can verify the user’s account and check for device-specific compatibility issues.
• Helps identify if the problem is isolated to a particular OS version or device model.

Key Insights:

• App Version: Critical because bugs may exist in older versions (fixed in updates).
• Device Type & OS: Helps detect known issues (e.g., crashes on iOS 17.3, display bugs on foldable Android devices).
• Account Type: Free vs. Premium users may face different limitations (e.g., sync restrictions).

Why It Matters:

• If multiple users report the same issue on iPhone 15 + iOS 17.4, it signals an OS-specific bug.
• If only free-tier users complain about missing features, it may indicate a UX clarity problem.

2. Issue Details

Purpose:

• Categorizes the problem to route it to the right team (e.g., billing vs. technical support).
• Identifies reproducibility, which is crucial for debugging.

Key Insights:

• Type of Issue: Checkboxes speed up triage (e.g., "Syncing Problems" → backend team; "Billing" → finance team).
• When It Started: Correlates with app updates, OS patches, or server outages.
• Steps to Reproduce: If the issue can’t be replicated, it may be user error or a rare edge case.

Why It Matters:

• A sudden spike in "Missing Data" reports after an update suggests a corrupted database migration.
• "Only under specific conditions" hints at race conditions (e.g., tasks disappearing when edited offline).

3. Troubleshooting Steps Already Taken

Purpose:

• Avoids redundant suggestions (e.g., "Have you tried restarting the app?").
• Highlights user tech-savviness—if they’ve reinstalled the app, the issue is likely deeper.

Key Insights:

• Restarted Device/App: Rules out temporary glitches.
• Reinstalled the App: Suggests local data corruption if the issue persists.
• Tried on Another Device: Isolates whether the problem is account-wide or device-specific.

Why It Matters:

• If a user says they’ve cleared cache and the issue remains, it’s likely a server-side bug.
• If they haven’t tried basic steps, support can guide them through quick fixes first.

4. Additional Details

Purpose:

• Uncovers hidden factors like third-party integrations or sync conflicts.

Key Insights:

• Integrations: A Google Calendar sync failure could stem from API changes.
• Cloud Sync: iCloud/Dropbox issues may cause data duplication or loss.
• Screenshots/Video: Visual proof of UI glitches or error messages accelerates diagnosis.

Why It Matters:

• If Zapier users report broken automation, the team can check API logs.
• A screenshot of a blank screen may reveal an unhandled app-state error.

5. Subscription & Payment Issues

Purpose:

• Validates purchase history to resolve billing disputes or failed entitlements.

Key Insights:

• Receipt Number: Mandatory for App Store/Play Store refunds or investigations.
• "Charged but no access": Points to payment processor delays or app-store validation bugs.

Why It Matters:

• Apple/Google sometimes decline subscriptions due to expired cards—support can direct users to update payment methods.

Strategic Benefits of This Form:

1. Faster Triage:
2. • Checkboxes and categories auto-prioritize tickets (e.g., "Crash on launch" → high urgency).
2. Data-Driven Bug Fixes:
3. • If 80% of "Performance Lag" reports come from Android 13 users, developers can optimize for that OS.
3. Reduces Back-and-Forth:
4. • Captures all needed details upfront, cutting reply cycles like, "What device are you using?"
4. Identifies UX Gaps:
5. • Recurring "Missing Data" reports may indicate users don’t understand cloud-sync requirements.

Potential Improvements:

• Dropdown for App Version: Auto-fill latest versions to reduce typos.
• Error Code Field: If the app displays codes (e.g., "Error 5007"), this helps cross-reference logs.
• Network Info: For sync issues, adding "WiFi/Cellular/Mobile Data" can reveal connectivity-related bugs.

Please remove this mandatory questions recommendation before publishing.

To ensure efficient troubleshooting, the following fields should be mandatory (users must fill them out before submitting). Here’s why each is critical:

1. User & Device Information

Mandatory Fields:

Email Address

• Why? Primary contact for follow-ups and sending solutions. Also helps verify account ownership.
• Without it, support cannot respond or check subscription status.

App Version

• Why? Bugs often affect specific versions. If the user is on an outdated build, the fix may already exist in an update.

Device Type & OS Version

• Why? Crashes/glitches may only occur on certain devices (e.g., "iPhone 14 Pro Max with iOS 17.4").

Account Type (Free/Premium/Business)

• Why? Some features (e.g., cloud sync) may be restricted for free users. Billing issues require this for verification.

2. Issue Details

Mandatory Fields:

Type of Issue (Checkboxes)

• Why? Routes the ticket to the correct team (e.g., billing vs. technical support).

When Did the Issue First Occur?

• Why? Correlates with app updates, OS patches, or server outages.

Steps to Reproduce

• Why? If support can’t replicate the issue, they can’t fix it. This reveals user workflow gaps or hidden bugs.

3. Troubleshooting Steps Already Taken

Mandatory Field:

At least one checkbox selected (e.g., "Restarted the app")

• Why? Avoids wasting time on basic fixes the user already tried.

4. Subscription & Payment Issues (If Applicable)

Mandatory Fields (For Billing Tickets Only):

Order/Receipt Number

• Why? Required by Apple/Google for refunds or subscription recovery. Without it, support cannot verify payments.

Purchase Date

• Why? Helps identify failed renewals or expired trials.

Why Other Fields Are Optional:

• Full Name: Not critical for troubleshooting (email is sufficient).
• Integrations/Cloud Sync: Only relevant for sync-related issues.
• Screenshots: Helpful but not mandatory (users may not know how to attach them).

Key Benefits of Mandatory Fields:

1. Prevents Incomplete Tickets
2. • Users can’t submit vague requests like "App broken, fix it!"
2. Reduces Back-and-Forth
3. • Support won’t need to ask, "What device are you using?" or "What’s your app version?"
3. Faster Resolution
4. • Developers can immediately check logs for specific app versions or error patterns.