Thank you for reaching out to our support team. To help us understand and resolve your issue as quickly as possible, please provide as much detail as you can by filling out this form.
Full Name:
Email Address:
Medical App Name:
App Version:
Date of Issue Occurrence:
Device Manufacturer and Model:
Operating System and Version:
Internet Connection Type at Time of Issue:
Wi-Fi
Cellular Data
No Connection
Other:
Have you recently updated your device's operating system or the app?
Please select the category that best describes your issue:
Technical Problem: App is crashing, freezing, not loading, or a feature is not working.
Content/Accuracy Issue: Information is incorrect, a question/answer is wrong, or content is missing.
Performance Issue: The app is slow, lagging, or draining battery excessively.
User Interface (UI) Problem: Layout looks incorrect, text is illegible, or buttons are not responding.
Billing/Subscription Issue: Problem with payment, subscription status, or a purchase.
Account Issue: Cannot log in, profile is incorrect, or account is locked.
Other:
Which module or feature of the app is affected? (e.g., Anatomy Atlas, Quiz Mode, Flashcards, Video Lectures, Clinical Cases, Search Function)
If applicable, please specify the exact topic or content:
(e.g., "The Arterial Supply of the Heart" in the Anatomy Atlas, "Pharmacology questions in Quiz Mode")
Please describe the problem in detail:
(What happened? What did you see or hear? Please be as descriptive as possible.)
What steps can we take to reproduce the issue?
(e.g., "1. Open the app. 2. Navigate to 'Quiz Mode'. 3. Select 'Cardiology'. 4. The app crashes when the first question loads.")
Steps | ||
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A | ||
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5 |
What did you expect to happen, versus what actually happened?
Screenshots or screen recordings of the issue:
Description / File Name | Upload File | ||
|---|---|---|---|
A | B | ||
1 | |||
2 | |||
3 | |||
4 | |||
5 |
Thank you for your time. Your feedback is essential for us to improve the app. Our support team will review your submission and get back to you as soon as possible.
App Support Form Insights
Please remove this app support form insights section before publishing.
Let's break down the purpose of each section and the value of the questions asked.
This section is the most basic but most crucial. It establishes who the user is, how to contact them, and which specific app and version they are using. This information is the starting point for any support ticket. Knowing the app version is especially important, as it helps determine if the issue is a known bug in an older version that has been patched in a new release.
This part helps pinpoint technical issues. Knowing the device model and operating system version is critical because bugs can be specific to a certain platform or OS update. For example, a new iOS update might introduce a bug that causes a feature to stop working, or a performance issue might only affect older Android devices. Understanding the internet connection type can help rule out network-related problems, such as a content-loading error due to a weak cellular signal.
This section serves as a triage tool for your support team. By categorizing the issue upfront, you can route the ticket to the most appropriate specialist. For instance, a "Billing/Subscription Issue" can go directly to the billing department, while a "Content/Accuracy Issue" can be sent to your medical content experts. This saves time and ensures the customer gets a response from the right person more quickly.
This is where the user provides the most valuable information for debugging. The form guides them to provide a detailed, step-by-step account of the problem, including the exact feature and content affected. The "What did you expect to happen, versus what actually happened?" question is particularly powerful. It helps distinguish between a true bug and a misunderstanding of how a feature is supposed to work. This distinction is vital for developers to understand the root cause.
Screenshots and screen recordings are often the most effective way for a user to communicate an issue. They provide a visual record of the problem, eliminating any ambiguity. This section encourages users to provide this information, which can drastically reduce the back-and-forth needed to resolve a ticket.
In summary, this form is more than just a data collection tool; it's a diagnostic instrument. It's built on a methodical approach to problem-solving that moves from broad categories to specific details, ensuring your team has everything they need to provide a fast and effective solution.
Which are the mandatory questions on this app support form and elaborate why?
All of the fields in the form are considered mandatory for the support team to effectively troubleshoot an issue. While the form doesn't use the word "mandatory," the structure and content are designed to collect the minimum amount of information needed to begin an investigation.
Here is a breakdown of why each section is essential:
In short, every question on the form is there for a reason, and skipping any of them can significantly hinder the ability of your support team to help the user.
Mandatory Questions Recommendation
Please remove this mandatory questions recommendation before publishing.
All of the fields in the form are considered mandatory for the support team to effectively troubleshoot an issue. While the form doesn't use the word "mandatory," the structure and content are designed to collect the minimum amount of information needed to begin an investigation.
Here is a breakdown of why each section is essential:
In short, every question on the form is there for a reason, and skipping any of them can significantly hinder the ability of your support team to help the user.
To configure an element, select it on the form.