Support for Your 3D Brain Adventure Starts Here

Please remove this app support form insights section before publishing.

Below is a detailed breakdown of the Human Brain 3D App Support Form, explaining the purpose and reasoning behind each section to ensure efficient troubleshooting and customer support.

1. Customer Information

Purpose:

• Ensures the support team can follow up with the user if needed.
• Helps identify if the issue is device-specific (e.g., only on certain iPhones or Android versions).

Key Insights:

• App Version: Critical because bugs may be fixed in newer updates.
• Device Model & OS: Some issues may only occur on specific hardware or software versions (e.g., iOS 17.4 may have a bug that iOS 17.3 didn’t).

2. Issue Category

Purpose:

• Quickly classifies the problem for faster routing to the right support specialist.
• Helps prioritize common issues (e.g., crashes vs. payment problems).

Key Insights:

• App Crashes/Freezing: If many users report this, it may indicate a critical bug.
• Performance Issues: Could relate to device limitations or optimization problems.
• Purchase/Restore Issues: May require cross-checking with Apple/Google Play records.

3. Detailed Problem Description

Purpose:

• Gathers precise details to replicate and diagnose the issue.
• Reduces back-and-forth communication by collecting necessary info upfront.

A. For App Crashes/Freezing:

• Reproducibility: If a crash happens every time a user taps a button, it’s likely a code issue. If random, it may be memory-related.
• Steps to Reproduce: Helps developers fix the exact trigger.

B. For Performance Issues:

• Specific Lag Points: If rotating the 3D brain is slow, it may be a rendering issue. If loading takes too long, it could be a storage or network problem.

C. For Feature Not Working:

• Expected vs. Actual Behavior: If tapping "Quiz Mode" does nothing, it could be a broken button or missing permissions.

D. For Incorrect/Missing Content:

• Screenshots Help: If a brain region is mislabeled, visual proof is essential.

E. For Purchase/Restore Issues:

• Receipts & Error Messages: Needed to verify transactions with Apple/Google.

F. For UI/Display Problems:

• Device-Specific Bugs: Some screens may render poorly only on certain resolutions.

G. For Other Issues:

• Encourages users to describe unique problems in their own words.

4. Troubleshooting Steps Already Taken

Purpose:

• Avoids redundant suggestions (e.g., if the user already reinstalled the app).
• Helps determine if the issue persists after basic fixes.

Key Insights:

• If a user reinstalled the app but the problem remains, it may not be a local cache issue.
• If they haven’t tried anything, support can guide them through basic steps first.

5. Additional Information

Purpose:

• Captures evidence (screenshots, videos) for visual confirmation.
• Error messages often contain codes that pinpoint the exact failure.

Key Insights:

• A video of a crash is more useful than a written description.
• Exact error messages (e.g., "Error 403: Payment Failed") help quickly identify known issues.

6. Consent for Follow-Up

Purpose:

• Ensures compliance with privacy laws (e.g., GDPR).
• Allows support to contact users for clarifications if needed.

Why This Form Works Well:

1. Structured & Efficient – Reduces guesswork by collecting precise details upfront.
2. Prioritizes Critical Info – Device specs, app version, and reproducibility steps are key for debugging.
3. Adaptable to Different Issues – Sections dynamically guide users based on their problem type.
4. Reduces Support Backlog – Fewer follow-up emails needed if all details are provided initially.

Please remove this mandatory questions recommendation before publishing.

To ensure efficient troubleshooting, certain fields must be mandatory. Below are the essential questions and why they are critical:

1. Customer Email Address (Mandatory)

Why?

• Support teams must have a way to respond to the user.
• Required for sending follow-up questions, solutions, or refund/purchase verification.
• If the issue is complex, email ensures a direct communication channel.

2. App Version (Mandatory)

Why?

• Bugs are often version-specific (e.g., "Crash in v2.1 but fixed in v2.2").
• Helps determine if the user needs an update or if the issue is a known bug.
• Critical for developers to reproduce the issue in the exact same environment.

3. Device Model & OS Version (Mandatory)

Why?

• Some bugs occur only on specific devices (e.g., iPhone 15 Pro Max) or OS versions (e.g., iOS 17.4).
• Performance issues may be tied to older hardware.
• Ensures the support team doesn’t waste time on irrelevant fixes (e.g., suggesting an iOS fix for an Android user).

4. Issue Category (Mandatory)

Why?

• Directs the ticket to the right team (e.g., payment issues → billing team, crashes → developers).
• Helps prioritize urgent problems (e.g., crashes > cosmetic UI issues).
• Reduces response time by avoiding vague descriptions like "App not working."

5. Detailed Problem Description (Conditionally Mandatory)

Why?

• A vague report like "It doesn’t work" is useless. Users must describe:
• • What they were doing (e.g., "Tapped the 3D hippocampus model").
  • What went wrong (e.g., "App froze, then crashed").
• If the issue is "App Crashes", steps to reproduce are mandatory.
• If the issue is "Purchase Failed", transaction details are required.

6. Consent for Follow-Up (Mandatory)

Why?

• Legal compliance (GDPR, CCPA, etc.) requires explicit consent for communication.
• Ensures support can legally email the user with solutions or requests for more info.

Why Other Fields Are Optional:

• Name – Helpful but not critical for troubleshooting.
• Troubleshooting Steps Taken – Useful but not mandatory (users may not know how to troubleshoot).
• Screenshots/Videos – Highly useful but not always possible for users to provide immediately.