Report an Issue with Your Video Editing App

Please remove this app support form insights section before publishing.

This form is meticulously designed to transform a vague customer complaint ("the app is broken") into a structured, actionable technical ticket. It follows a logical troubleshooting flow, mirroring how a skilled support agent or developer would diagnose a problem.

Section 1: Your Account & App Information

• 1.1. Email Address: The primary channel for all follow-up communication. Accuracy is paramount.
• 1.2. Full App Name: Crucial for companies with multiple apps. A user might say "Video Editor" when the actual app name is "Video Editor Pro".
• 1.3. App Version Number: This is one of the most critical fields.
• • Why it's important: Bugs are specific to versions. A bug in v2.1 might be fixed in v2.2. If the user is on an old version, the first solution is to update. Conversely, if the issue is in the latest version, it helps developers identify a regression. Support can immediately filter known issues for that version.
• 1.4. Marketplace: Different marketplaces (Apple App Store, Google Play) have different distribution mechanisms, update schedules, and licensing APIs (especially for subscriptions). An issue might be specific to how a subscription is handled on Google Play Billing vs. Apple's App Store Connect.
• 1.5. Type of License: Quickly differentiates between:
• • Paid vs. Free: A feature might be a premium-only feature. This instantly tells the agent if the user should have access.
  • Subscription Issues: If the problem is "I paid but features are locked," this points directly towards a subscription restoration/entitlement issue, which requires a completely different troubleshooting path (e.g., checking receipts with Apple/Google).

Section 2: Your Device Information

This section identifies environmental factors. The app does not run in a vacuum; it runs on a specific combination of hardware and software.

• 2.1. & 2.2. Device Type & Model: Extremely important for performance and crash issues.
• • Why it's important: A performance-intensive app like a video editor is heavily dependent on the device's processor (CPU/GPU), RAM, and hardware encoders/decoders. A bug might only manifest on an iPhone 15 Pro's new chipset or only on an older Android tablet with 2GB of RAM. It helps identify device-specific bugs.
• 2.3. Operating System (OS) Version: Another critical field.
• • Why it's important: New OS updates can introduce bugs that break app functionality (e.g., changes to file system permissions, memory management, or media APIs). Conversely, a user on a very old, unsupported OS version might be experiencing known issues. It immediately rules out OS-level problems.
• 2.4. Available Storage Space: A classic culprit for failures.
• • Why it's important: Video editing is storage-intensive. Exporting a 4K video can require 5-10x the project's size in free space for temporary files. Crashes on export or save are very often caused by insufficient storage.

Section 3: Description of the Issue

This is the core of the ticket, moving from the general to the highly specific.

• 3.1. Category of Issue: This acts as a primary filter, automatically routing the ticket to the right agent or knowledge base section. A "Payment" issue goes to a billing specialist; a "Crash" goes to a technical agent.
• 3.2. Title of Your Issue: Forces the user to concisely summarize the problem, which is invaluable for agents scanning a ticket queue.
• 3.3. Detailed Description: Provides context. The "what" and the "why." The user's goal is important—sometimes they are using a feature incorrectly but describe a bug.
• 3.4. Steps to Reproduce: The single most valuable field for developers.
• • Why it's important: If a bug can be reproduced consistently, it can be fixed. This provides a recipe for the developer to follow to see the exact same crash or glitch on their test device. Without this, developers are guessing. A good reproduction path can reduce debug time from days to minutes.
• 3.5. Frequency: Helps gauge the severity and randomness of the issue. An "every time" bug is easier to catch and fix than an "intermittent" one, which might point to a race condition or memory leak.

Section 4: Media & Project Details

This section is uniquely tailored to video editing apps, as media compatibility is a huge source of problems.

• 4.1. Source of Media Files: Problems can stem from file permissions. A video from the Camera Roll is different from one imported from Google Drive, which might have been downloaded and have restrictive permissions.
• 4.2. Video File Format(s) & Codec: Absolutely vital for import/playback/export issues.
• • Why it's important: Video files are containers (e.g., .MP4, .MOV) holding data encoded with specific codecs (e.g., H.264, HEVC, AV1). Not all codecs are supported by all devices or apps. A user trying to edit a professional-grade codec like ProRes on an older device will have problems. This information instantly tells support if it's an unsupported format issue.
• 4.3. Resolution & Frame Rate: Pushes performance limits. Editing 4K 60fps video is exponentially more demanding than editing 1080p 30fps. This helps identify if the issue is related to hardware limitations.
• 4.4. Project File: The ultimate tool for debugging.
• • Why it's important: If a project file consistently causes a crash, sending it to developers allows them to open it, inspect every setting, and see exactly which combination of clips, effects, and edits triggers the bug. This is often the only way to solve complex, project-specific issues.

Section 5: Troubleshooting Already Performed

This section manages user and agent frustration and efficiency.

• Why it's important: It prevents the "have you tried turning it off and on again?" loop. If the user has already reinstalled the app, the agent can skip those basic steps and move to advanced diagnostics immediately. It shows the user that their efforts are acknowledged and respected.

Section 6: Attachments

A picture is worth a thousand words; a screen recording is worth a thousand support emails.

• Why it's important: A user might misdescribe an error message or a visual glitch. A screenshot provides undeniable evidence. A screen recording showing the exact steps taken and the resulting crash is the next best thing to being physically present with the user's device.

Overall Strategic Benefits of This Form:

1. Reduces Mean Time to Resolution (MTTR): Agents get all necessary information upfront, eliminating lengthy email chains asking for device specs or OS version.
2. Improves Triage Efficiency: Tickets can be automatically sorted by Category, App Version, and OS, ensuring they reach the most qualified agent or engineer first.
3. Enhances Customer Satisfaction: Users feel heard when they are asked structured, relevant questions. It demonstrates professionalism and a genuine desire to help.
4. Creates a High-Quality Knowledge Base: The data collected feeds into identifying common issues, allowing for the creation of better FAQ articles and automated solutions.
5. Provides Actionable Data for Development: The structured data from thousands of tickets can be analyzed to find patterns: "We see a 40% spike in crashes on iPadOS 17.4.1," or "Export failures are predominantly linked to devices with less than 5GB free space." This allows for proactive bug fixes and optimizations.

In essence, this form is not just a collection of fields; it's a diagnostic script that empowers both the user and the support team to collaborate effectively in solving complex technical problems.

Please remove this mandatory questions recommendation before publishing.

Here are the mandatory questions and a detailed elaboration on why each is non-negotiable:

List of Mandatory Questions:

1. 1.1. Email Address*
2. 1.2. Full App Name*
3. 1.3. App Version Number*
4. 1.4. Marketplace Where Purchased*
5. 1.5. Type of License*
6. 2.1. Device Type*
7. 2.2. Device Model*
8. 2.3. Operating System (OS) Version*
9. 3.1. Category of Issue*
10. 3.2. Title of Your Issue*
11. 3.3. Detailed Description*
12. 3.4. Steps to Reproduce the Issue* (Note: If the issue is not reproducible, the user should state that explicitly here)

Elaboration on Why Each is Mandatory:

1. Email Address

• Why: This is the primary and only channel for follow-up communication. Without a valid email address, the support team cannot send a solution, ask for clarification, or notify the user when a bug is fixed. The entire support process grinds to a halt without it.

2. Full App Name

• Why: Developers often have multiple apps (e.g., a free "Video Editor Lite" and a paid "Video Editor Pro"). The codebase, features, and known issues are completely different for each. Support must know exactly which product the user is reporting on.

3. App Version Number

• Why: This is arguably the most critical technical field. Bugs are version-specific.
• • If the user is on an old version, the first response is to instruct them to update, as the issue may already be resolved.
  • If they are on the latest version, it confirms the bug is current and helps developers identify if a new update introduced a "regression" (a new bug).
  • It allows support to instantly filter their known issues database for problems specific to that version. Without it, troubleshooting is a shot in the dark.

4. Marketplace Where Purchased

• Why: Different app stores handle transactions, updates, and subscriptions differently. A subscription issue on the Apple App Store requires support to check receipts in Apple's system, while the same issue on Google Play requires checking Google's system. The troubleshooting path for licensing is entirely dependent on this information.

5. Type of License

• Why: This directly determines the user's access to features.
• • It instantly clarifies if a "feature is locked" report is a legitimate payment issue or simply a user of the free version trying to access a premium feature.
  • It routes the ticket correctly: payment issues go to billing specialists, while app functionality issues go to technical support.

6. Device Type & 7. Device Model

• Why: Performance and stability in a resource-intensive app like a video editor are highly dependent on hardware (CPU, GPU, RAM).
• • A crash might only occur on specific device models due to a driver or chipset compatibility issue.
  • Performance problems (lag, slow export) are expected on older devices with less powerful hardware. Knowing the model sets accurate expectations and guides the advice given (e.g., "Your device has 2GB of RAM, which is below the recommended 3GB for 4K editing.").

8. Operating System (OS) Version

• Why: Like the app version, this is critically important. Operating system updates can break app functionality.
• • A new iOS or Android version might change how storage is accessed or how memory is managed, causing crashes.
  • Conversely, a user on a very old, unsupported OS version may be experiencing a known incompatibility. Support must know the operating environment to determine if the problem is with the app or an OS-level conflict.

9. Category of Issue

• Why: This is the primary triage tool. It automatically categorizes and routes the ticket to the right team or knowledge base.
• • A "Crash" report goes to a high-priority queue for developers.
  • An "Exporting Issue" goes to agents skilled in video codecs.
  • A "Payment" issue goes directly to a billing specialist.
  • Without this, every ticket would require manual review to determine its nature, slowing down response times immensely.

10. Title of Your Issue & 11. Detailed Description

• Why: These two fields work together to provide context. The Title gives the agent a quick summary for prioritization and tracking. The Detailed Description provides the narrative of the problem—what the user was trying to achieve, what actually happened, and what error messages they saw. This context is essential to understand the user's goal and the symptom of the failure, moving beyond generic statements like "it doesn't work."

12. Steps to Reproduce the Issue

• Why: This is the most valuable field for developers. If a bug can be reproduced, it can be fixed.
• • A clear, step-by-step recipe allows a developer to replicate the exact same crash or glitch on their test device. This removes guesswork and dramatically reduces the time needed to find the root cause in the code.
  • If the issue is not reproducible (e.g., a random crash), the user should explicitly state that here. This tells developers they are likely looking for a more complex problem like a memory leak or a race condition.

In Summary:

These mandatory questions form the absolute minimum dataset required to move a support ticket from a vague complaint to an actionable technical issue. They answer the fundamental questions: Who are you? What are you using? Where are you using it? What exactly went wrong? And how can we make it happen again? Skipping any of these would force the support team into a inefficient loop of asking follow-up questions, delaying a solution for the user and clogging the support pipeline.