Thank you for reaching out. Our goal is to provide you with the best possible support. Please fill out this form as completely as possible to help us understand and resolve your issue quickly.
(This information is crucial for us to look up your account and device specifics.)
Full Name:
Email Address:
App Name:
App Version Number:
Date of Issue First Occurred:
Frequency of the Issue:
(Technical details help us identify conflicts and bugs.)
Device Type:
Device Model:
Operating System (OS) Version:
How did you download the app?
(Please describe your problem in as much detail as you are comfortable with.)
Category of Issue: (Please select all that apply)
Technical/Functional Bug (e.g., app crashes, feature not working, login failure)
Account & Billing (e.g., subscription problems, payment issues, cannot access paid content)
Content & Functionality (e.g., question about a meditation, exercise doesn't seem to work, journal not saving)
Data & Privacy (e.g., data missing, concern about data security, request to delete data)
General Feedback & Suggestion (e.g., idea for a new feature, UI is confusing)
Urgent Mental Health Concern (Please see important note below)
Important Note Regarding Urgent Concerns:
This app is not designed for crisis situations and our support team is not comprised of licensed crisis counselors. If you are experiencing a mental health emergency, thinking about hurting yourself or others, or are in immediate danger, please contact your local emergency services or a crisis hotline immediately.
Please describe the issue in your own words: (What were you trying to do? What happened instead? What error message, if any, did you see?)
Steps to Reproduce the Issue: (Please list the exact steps you took before the problem occurred. This is extremely helpful for our developers.)
Screenshots or Screen Recordings: (Please attach any screenshots or screen recordings that show the problem.
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(Only complete this section if your issue is related to technical problems, logging in, or payments.)
Are you logged into the app?
Yes, I am logged in.
No, I cannot log in.
I am logged in, but my subscription content is missing.
If you cannot log in, what happens?
"Invalid password" error
"User not found" error
App crashes after entering credentials
Is your issue related to a subscription or payment?
If yes, please describe the billing issue:
I was charged but my premium access wasn't unlocked.
I'm being charged after canceling my subscription.
I want to request a refund.
I need help changing my subscription plan.
(Only complete this section if your issue is about the app's content, exercises, or your personal experience with it.)
What specific feature or content were you using? (e.g., "Anxiety Meditation Pack," "Sleep Story: Ocean Waves," "Mood Tracker," "Breathing Exercise Widget")
What was your expectation, and what was the actual result?
Expected:
Actual Result:
Have you successfully used this feature/content before?
Yes
No, this was my first time.
I'm not sure.
Is there anything else you think we should know about your device, setup, or the issue? (e.g., "I have low storage space," "I use battery saver mode," "This only happens on WiFi," "I've reinstalled the app already.")
How would you prefer we contact you?
Email (at the address provided)
Push Notification (through the app)
No follow-up needed; I was just providing feedback.
Thank you for taking the time to provide these details. Your feedback is invaluable in helping us improve our app and your experience. A member of our support team will review your submission and be in touch shortly.
App Support Form Insights
Important Note:
This analysis provides strategic insights to help you get the most from your form's submission data for powerful follow-up actions and better outcomes.
AI-Generated Content: This template and its accompanying guidance are AI-generated to provide a practical starting point for your form-building needs. Please review and customise the content to ensure it is accurate, appropriate and suitable for your intended use.
This guide is provided for general informational and planning purposes only. It does not constitute professional, legal, financial, medical, employment, privacy, regulatory, or advice of any other kind, nor does it certify that this template is suitable or compliant for any particular jurisdiction or purpose.
Laws, regulations, industry practices and business requirements vary. You are responsible for reviewing and customising the template to suit your intended use and obtaining advice from appropriately qualified professionals where necessary.
Please delete this section before publishing your form. See our Terms of Service for further information.
Here is a detailed breakdown and analysis of the provided Mental Health App Support Form. This insight covers its structure, psychological considerations, technical effectiveness, and potential areas for improvement.
This form is expertly crafted to be more than just a bug report tool. It's a sophisticated communication channel designed for a sensitive industry, balancing technical diagnostics with user empathy.
The form follows a logical, funnel-like structure that is optimal for support ticketing systems:
a) Empathy and Crisis Management:
This is the most critical differentiator for a mental health app. The form explicitly includes:
b) Technical Precision for Rapid Diagnosis:
The form acts as a powerful diagnostic tool by explicitly asking for information that users often omit:
c) Effective Triage and Categorization:
The "Category of Issue" section is the backbone of an efficient support workflow. It allows for:
d) Segmentation of Problem Types:
Splitting "Technical" and "Content" issues into separate sections is brilliant.
While excellent, the form could be enhanced in a few ways:
This support form is a well-designed, strategic tool that effectively serves multiple audiences:
It successfully transcends a simple contact form by being a critical component of the app's overall user support and product development ecosystem.
Mandatory Questions Recommendation
Important Note:
This section explains why certain fields in this form are marked as required and provides general guidance on how these requirements may support the collection of complete, accurate and relevant information.
Required fields and information-collection obligations may vary depending on your industry, jurisdiction, business operations and intended use of the form. A field marked as required in this template does not necessarily mean that collecting the information is legally mandatory.
Please review each required field to determine whether it is necessary, appropriate and lawful for your particular purpose. Consider applicable privacy, data protection, consent and industry-specific requirements, and consult an appropriately qualified legal, privacy or compliance professional where necessary.
Please delete this section before publishing your form. See our Terms of Service for further information.
Based on the provided form, here are the questions that should be considered mandatory, along with a detailed explanation for each.
The following questions are so critical to a quick resolution that the form should be designed to strongly encourage their completion (e.g., with an asterisk *), even if they aren't technically mandatory. A ticket missing this information will almost certainly require a slow, back-and-forth email chain.
A well-designed form would likely make these fields mandatory:
And then use smart design (like making the "Next" button inactive until these fields are filled) to strongly encourage the completion of the Device and OS Version fields, as the ticket is severely hampered without them.
To configure an element, select it on the form.