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Need Help With Your HR App? We're Here!

Thank you for reaching out to our support team. Please fill out this form with as much detail as possible so we can assist you efficiently.

1. Customer Information

Full Name:

Email Address:

Phone Number:

App Version:

Device Type:

Operating System & Version:

Marketplace Where App Was Purchased:

2. Issue Description

Type of Issue: (Please select all that apply)

Login/Authentication

App Crashes/Freezes

Performance Lag/Slowness

Feature Not Working

Data Sync/Backup Issue

Payment/Subscription Problem

UI/Display Issue

Missing Data

Other (Please Specify)

Detailed Description of the Issue:

(When did the issue start? What were you doing before it happened? Does it happen every time or intermittently?)

3. Troubleshooting Steps Already Taken (Check all that apply)

Restarted the App

Restarted the Device

Reinstalled the App

Checked for App Updates

Cleared Cache/App Data

Tried on a Different Device/Network

Other (Please Specify)

4. Additional Information (Based on Issue Type)

A. Login/Authentication Issues

Are you using:

Email & Password

Social Login

Single Sign-On (SSO)

Error Message Received (if any):

Have you reset your password?

B. App Crashes/Freezes

When does the crash occur? (e.g., Opening app, during a specific action, randomly, etc.)

What happens when you encounter an issue with the app?

The app closes completely.

The app freezes and becomes unresponsive.

Both (it freezes, then closes).

Neither (something else happens).

If "Something else happens" or for additional details:

Frequency of Crashes: (e.g., Every time, Occasionally, Only in certain scenarios)

C. Performance/Slowness Issues

On which network type does the issue occur?

Wi-Fi only

Mobile Data only

Not applicable / I don't know

Internet Speed Test Result (if possible):

D. Feature Not Working

Which feature is malfunctioning? (e.g., Payroll processing, Employee attendance tracking, Reporting, etc.)

Steps to Reproduce the Issue:

E. Payment/Subscription Issues

Subscription Plan:

Monthly

Yearly

Lifetime

Other:

Payment Method:

Receipt/Transaction ID:

Error Message (if any):

F. Data Sync/Backup Issues

Are you using Cloud Sync?

Last Successful Sync Date/Time:

What is the issue you are observing with the data?

Data is missing.

Data is duplicated.

Neither (data seems complete and unique)

5. Attachments (If Applicable)

Please attach:

  • Screenshots/Video of the Issue
  • Error Logs (if available)
  • Any other relevant files

Description / File Name

Upload File

A
B
1
 
 
2
 
 
3
 
 
4
 
 
5
 
 

6. Consent & Follow-Up

I consent to being contacted via email for further troubleshooting.

Preferred Contact Method:

Email

In-App Support

Phone Call

Thank you for your feedback! Our support team will review your submission and respond as soon as possible.

App Support Form Insights

Please remove this app support form insights section before publishing.


Below is a detailed breakdown and analysis of the Human Resources (HR) App Support Form, including its structure, purpose, and effectiveness in resolving customer issues efficiently.

1. Key Objectives of the HR App Support Form

This form is designed to:
Gather structured information to diagnose issues quickly.
Reduce back-and-forth communication by capturing essential details upfront.
Categorize issues for better routing to specialized support teams.
Improve resolution time by identifying patterns (e.g., crashes on iOS 17).
Enhance user experience by making troubleshooting effortless.

2. Detailed Insights into Each Section

A. Customer Information

  • Why it’s important:
    • Ensures support agents can follow up via email.
    • Helps identify if the issue is device-specific (e.g., only on iPhones).
    • Determines if the problem is version-related (e.g., bug in v2.5.0).
  • Improvement Tip:
    • Add an optional "Company Name" field for enterprise HR apps where multiple users may report similar issues.

B. Issue Description

  • Why it’s important:
    • Classifies the issue type (e.g., login, crashes, payment).
    • Captures reproducibility (does it happen every time or randomly?).
  • Improvement Tip:
    • Include a severity scale (e.g., Low/Medium/High/Critical) to prioritize urgent cases.

C. Troubleshooting Steps Already Taken

  • Why it’s important:
    • Avoids redundant suggestions (e.g., if the user already reinstalled the app).
    • Helps support agents skip basic steps and focus on advanced fixes.
  • Improvement Tip:
    • Add a "None, I need guidance" option for users who haven’t tried anything yet.

D. Additional Information (Issue-Specific Questions)

This section adapts dynamically based on the selected issue type.


i. Login/Authentication Issues

  • Helps identify whether the problem is with:
    • Password reset flows
    • Third-party logins (Google, Apple, SSO)
    • Server-side authentication failures

ii. App Crashes/Freezes

  • Determines:
    • If crashes happen on launch or during specific actions.
    • Whether it’s a memory issue (common on older devices).

iii. Performance/Slowness Issues

  • Checks:
    • Network dependency (Wi-Fi vs. mobile data).
    • Possible server latency.

iv. Feature Not Working

  • Pinpoints:
    • Which HR function is broken (e.g., payroll, attendance).
    • Steps to replicate (helpful for developers).

v. Payment/Subscription Issues

  • Collects:
    • Transaction IDs for refunds/subscription fixes.
    • Payment gateway errors (e.g., Apple Pay failures).

vi. Data Sync/Backup Issues

  • Identifies:
    • Cloud sync failures (e.g., iCloud, Google Drive).
    • Data corruption risks.

E. Attachments

  • Why it’s important:
    • Screenshots/videos provide visual proof of bugs.
    • Error logs help developers debug faster.
  • Improvement Tip:
    • Add a file size limit notice (e.g., "Max 10MB per file").

F. Consent & Follow-Up

  • Why it’s important:
    • Ensures GDPR/compliance adherence.
    • Lets users choose their preferred contact method.
  • Improvement Tip:
    • Add a "Best Time to Contact" field for phone support.

3. How This Form Improves Support Efficiency

Faster Triage – Issues are categorized before reaching agents.
Better Debugging – Developers get reproduction steps and logs.
Reduced Resolution Time – Eliminates guesswork with structured data.
Data-Driven Improvements – Identifies recurring bugs for future updates.

4. Potential Enhancements

  • Automated Suggestions:
    • If a user selects "App Crashes," the form could auto-suggest clearing cache.
  • Integration with Helpdesk Software:
    • Connect to Zendesk, Freshdesk, or Jira for ticket automation.
  • Multilingual Support:
    • For global HR apps, add language dropdown (English, Spanish, etc.).

Final Thoughts

This HR App Support Form is comprehensive yet flexible, ensuring both end-users and support teams save time. By refining it further (e.g., adding severity levels or automation), companies can boost customer satisfaction while streamlining issue resolution.

Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


To ensure efficient troubleshooting, certain fields must be mandatory. Below is a breakdown of essential questions and why they are critical for support teams.

1. Customer Information (Mandatory Fields)

Email Address

  • Why?
    • Primary contact method for follow-ups.
    • Required for account verification (if issue is user-specific).
    • Ensures support can send resolution steps or updates.

App Version

  • Why?
    • Helps identify if the issue is due to a bug in a specific release.
    • Some problems may already be fixed in newer versions.

Device Type & OS Version

  • Why?
    • Crashes/performance issues may be device-specific (e.g., iPhone 15 vs. Samsung Galaxy).
    • Some bugs occur only on certain OS versions (e.g., iOS 17.4).

Marketplace Where App Was Purchased

  • Why?
    • Subscription/payment issues require knowing if it’s Apple App Store, Google Play, etc.
    • Helps verify purchases and refund eligibility.

2. Issue Description (Mandatory Fields)

Type of Issue (Dropdown Selection)

  • Why?
    • Routes the ticket to the correct support team (e.g., billing vs. technical).
    • Ensures the right troubleshooting questions appear dynamically.

Detailed Description of the Issue

  • Why?
    • Without context, agents waste time asking for clarification.
    • Example:
      • "The app is broken." → Too vague.
      • "When I try to export payroll data, the app crashes at 80% progress."

3. Issue-Specific Mandatory Fields

Depending on the issue type, additional mandatory fields apply:

A. Login/Authentication Issues

  • Login Method (Email/SSO/Social)
    • Why?
      • SSO failures require different fixes than password resets.
  • Error Message (If Any)
    • Why?
      • Messages like "Invalid credentials" vs. "Server error" need different solutions.

B. App Crashes/Freezes

  • When Does the Crash Occur?
    • Why?
      • Helps developers replicate the bug (e.g., "Only when uploading files").

C. Payment/Subscription Issues

  • Subscription Plan & Payment Method
    • Why?
      • Refunds require knowing if it’s a monthly plan vs. one-time purchase.
  • Receipt/Transaction ID (If Available)
    • Why?
      • Mandatory for Apple/Google to process refunds.

4. Why Other Fields Are Optional

  • Full Name → Useful but not critical for troubleshooting.
  • Troubleshooting Steps Taken → Helpful but not mandatory (users may not know what to try).
  • Attachments → Not all users can provide screenshots/logs.

5. Key Benefits of Mandatory Fields

Faster Resolutions – Agents get the minimum required data upfront.
Reduced Back-and-Forth – Avoids emails like, "What device are you using?"
Better Analytics – Identifies trends (e.g., "60% of crashes happen on Android 14").

Final Recommendation

  • Use conditional logic (e.g., if "Payment Issue" is selected, transaction ID becomes mandatory).
  • Mark mandatory fields with an asterisk (*) and explain why they’re needed (e.g., "We need your email to contact you").

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