Share Details About Your Project App Issue

Please remove this app support form insights section before publishing.

Below is a detailed breakdown of the Project Management App Support Form, explaining the purpose of each section, why specific questions are included, and how they help streamline customer support and issue resolution.

1. User & Device Information

Purpose:

• Ensures the support team can verify the user’s identity and check for device-specific compatibility issues.
• Helps identify if the problem is isolated to a particular OS version, device model, or app version.

Key Insights:

• App Version: Critical because bugs may be fixed in newer updates.
• Device Type & OS Version: Some issues (e.g., crashes) may only occur on certain hardware or OS builds.
• Marketplace Source: Helps determine if the issue is related to app store policies (e.g., Apple’s sandboxing vs. Google Play’s permissions).

2. Issue Description

Purpose:

• Categorizes the problem for faster routing to the right support specialist (e.g., billing vs. technical).
• Helps replicate the issue internally for debugging.

Key Insights:

• Type of Issue: Predefined categories help automate ticket tagging.
• Consistency of Issue:
• • If intermittent → Could be network-related or background process conflict.
  • If consistent → Likely a bug or account-specific problem.
• Reproduction Steps: Essential for developers to isolate the root cause.

3. Troubleshooting Steps Already Taken

Purpose:

• Avoids redundant suggestions (e.g., “Have you tried restarting?”).
• Identifies user-side actions that might have worsened/resolved the issue.

Key Insights:

• If a user reinstalled the app but still has the issue → Points to account sync or backend problems.
• If restarting the device worked → Suggests a memory/background process issue.

4. Additional Information

Purpose:

• Gathers technical evidence (screenshots, error logs) for deeper analysis.
• Rules out environmental factors (e.g., VPNs, weak internet).

Key Insights:

• Screenshots/Video: Visual proof of UI glitches or error messages.
• Error Messages: Exact text helps search known bug databases.
• Internet Connection: Syncing issues often stem from network restrictions.

5. Subscription & Payment Issues

Purpose:

• Separates billing problems from technical issues (often handled by different teams).
• Provides transaction proof for refunds/access restoration.

Key Insights:

• Receipt/Order ID: Mandatory for marketplace disputes (Apple/Google require this for refunds).
• Unexpected Charges: Could indicate auto-renewal miscommunication or fraud.

6. Follow-Up Preferences

Purpose:

• Improves response efficiency by respecting user availability.
• Sets expectations for communication.

Key Insights:

• Users in different time zones may prefer email over calls.
• Beta program opt-in can turn frustrated users into proactive testers.

Why This Form Works Well

1. Structured Data Collection → Enables ticket automation and prioritization (e.g., crashes > UI complaints).
2. Reduces Back-and-Forth → Covers all common troubleshooting steps upfront.
3. Technical Precision → Error messages and reproduction steps accelerate developer fixes.
4. Scalability → Works for any marketplace (Apple, Google, etc.) without localization.

Potential Improvements

• Conditional Logic: If a user selects “Crashes,” dynamically ask for crash logs.
• Integration with Analytics: Auto-fill app version/device details via embedded diagnostics.
• Multilingual Support: For global apps, add language preference dropdown.

Please remove this mandatory questions recommendation before publishing.

(Essential for efficient troubleshooting and issue resolution)

To ensure the support team can quickly diagnose and resolve issues, certain questions must be mandatory. Below is a breakdown of each critical field and why it’s required.

1. User & Device Information (Mandatory)

Why?

• Without this data, support cannot verify the user, replicate the issue, or check for device-specific bugs.

Mandatory Fields:

Email Address

• Needed for ticket tracking and follow-up communication.
• Ensures the user can be contacted if more details are required.

App Version

• Bugs may already be fixed in newer versions.
• Helps identify if the issue is widespread or limited to a specific release.

Device Type & OS Version

• Some bugs only occur on certain devices (e.g., iPhone 15 Pro, Android 14).
• Critical for compatibility checks (e.g., iOS 17.4 introduced breaking changes).

Marketplace Where App Was Purchased

• Billing/subscription issues require different processes (Apple vs. Google).
• Some features may be restricted based on app store policies.

2. Issue Description (Mandatory)

Why?

• Without a clear problem statement, support cannot prioritize or route the ticket correctly.

Mandatory Fields:

Type of Issue (Dropdown Selection)

• Determines which team handles the ticket (e.g., billing vs. technical support).

Detailed Description of the Issue

• A vague report ("App is broken") is useless; specifics are required.
• Example of a good response:

  "When I try to export a project as PDF, the app crashes at 90% completion. This happens every time since the last update (v3.2)."

Steps to Reproduce (If Applicable)

• Helps developers recreate and fix the bug.
• Example:

  "1. Open a project > 2. Click Export > 3. Select PDF > 4. App crashes at processing screen."

3. Troubleshooting Steps Already Taken (Mandatory)

Why?

• Avoids wasting time on redundant suggestions (e.g., "Did you restart the app?").
• Helps identify if the issue is resolvable by the user or requires backend fixes.

Mandatory Fields:

Have you tried restarting the app?

• Many transient issues resolve with a restart.

Have you checked for updates?

• If the user is on an old version, the fix may already exist.

4. Additional Information (Conditionally Mandatory)

Why?

• Some issues (e.g., crashes, display bugs) require screenshots or error logs.

Mandatory When Applicable:

Error Messages (If Any)

• Exact text helps search known bug databases.

Screenshots (For UI/Display Issues)

• Visual proof is needed for layout glitches or misaligned buttons.

5. Subscription & Payment Issues (Mandatory for Billing Problems)

Why?

• Payment disputes require transaction verification for refunds/access restoration.

Mandatory If Issue Is Payment-Related:

Receipt/Order ID

• Apple/Google require this for refund requests.

Subscription Plan & Payment Method

• Helps identify failed renewals or fraudulent charges.