We'll Get Your Reservation App Ready

Please remove this app support form insights section before publishing.

Below is a detailed breakdown of the Restaurant Reservation 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 troubleshoot device/OS-specific issues.
• Helps identify if the problem is related to app compatibility, outdated software, or network conditions.

Key Insights:

• App Version: Critical for identifying if the user is on an outdated version with known bugs.
• Device & OS Version: Helps detect OS-specific bugs (e.g., iOS 17 vs. Android 14).
• Internet Connection Type: Rules out connectivity issues (e.g., slow Wi-Fi causing payment failures).

Improvement Suggestions:

• Add a checkbox for "Do you experience this issue on another device?" to rule out device-specific failures.

2. Reservation Issue Details

Purpose:

• Categorizes the problem type for faster ticket routing (e.g., payment issues vs. app crashes).
• Provides context for debugging (e.g., missing reservations could be a sync issue with the restaurant’s system).

Key Insights:

• General Issue Type: Quickly narrows down the problem category.
• Restaurant Name & Time: Helps verify backend logs for failed bookings.
• Payment Method & Error: Essential for financial transaction troubleshooting.

Improvement Suggestions:

• Add a field for "Did you try booking the same restaurant at a different time?" to check for slot-specific bugs.

3. Troubleshooting Steps Already Taken

Purpose:

• Avoids redundant suggestions (e.g., if the user already reinstalled the app).
• Identifies user-side fixes that failed, pointing to deeper system issues.

Key Insights:

• If a user cleared cache but the issue persists, it may indicate corrupted account data.
• If they tried a different network, the problem might be server-side.

Improvement Suggestions:

• Add "Were you able to book via the restaurant’s website instead?" to check if the issue is app-specific.

4. Error Messages & Screenshots

Purpose:

• Provides exact technical details for debugging (e.g., API failure codes).
• Visual proof helps replicate UI/UX bugs (e.g., buttons not responding).

Key Insights:

• "When does the error occur?" pinpoints the exact failing step (e.g., during payment processing).
• Screenshots of grayed-out time slots could indicate inventory sync problems.

Improvement Suggestions:

• Add an auto-upload feature for screen recordings if the app has complex workflows.

5. Additional Notes

Purpose:

• Captures edge cases (e.g., "I’m trying to book for 20 people, but the app only allows 10").
• Lets users describe issues in their own words, which may reveal overlooked patterns.

Key Insights:

• Free-text fields often expose usability issues (e.g., "The ‘Modify Reservation’ button is hidden").

Improvement Suggestions:

• Add a tagging system (e.g., #UI #Payment #Crash) for better ticket organization.

How This Form Enhances Support Efficiency

1. Reduces Resolution Time
2. • Structured data means less back-and-forth for basic details.
2. Improves Bug Prioritization
3. • Frequent issues (e.g., "Payment fails on Android") surface faster.
3. Identifies Systemic Problems
4. • If multiple users report missing reservations for a specific restaurant, it may indicate an API sync failure.

Please remove this mandatory questions recommendation before publishing.

To ensure efficient troubleshooting, certain fields must be mandatory. Below is a breakdown of each, along with the rationale:

1. User & Device Information (Critical for Technical Diagnostics)

Mandatory Fields:

• Email Address
• • Why? Primary contact for follow-ups and ticket tracking.
  • Risk if omitted: Support cannot reach the user with solutions.
• App Version
• • Why? Bugs often affect specific versions (e.g., "v2.5 crashes on iOS 17").
  • Risk if omitted: Team wastes time testing outdated/unrelated versions.
• Device Type & OS Version
• • Why? OS-specific bugs (e.g., "Android 14 fails on Samsung Galaxy").
  • Risk if omitted: Inability to replicate the issue accurately.

Optional but Recommended:

• Internet Connection Type (helpful for payment/timeout issues).

2. Reservation Issue Details (Core Problem Identification)

Mandatory Fields:

• General Issue Type (Checkbox Selection)
• • Why? Routes tickets to the right team (e.g., payments vs. crashes).
  • Risk if omitted: Delays resolution due to misclassification.
• Restaurant Name & Reservation Time
• • Why? Checks for slot-specific bugs or API failures with the venue.
  • Risk if omitted: Cannot verify backend logs for that booking.

Conditionally Mandatory:

• Payment Method & Error Message (if payment-related)
• • Why? Needed to trace transaction failures (e.g., "Apple Pay declines").

3. Error Messages & Screenshots (For Technical Debugging)

Mandatory If Applicable:

• "When does the error occur?"
• • Why? Pinpoints the failing workflow step (e.g., "after clicking Confirm").
• Exact Error Message
• • Why? API/backend errors (e.g., "Error 403: Payment Gateway Rejected").
  • Risk if omitted: Guessing the cause extends resolution time.

Optional but Critical for UI Bugs:

• Screenshots (if the issue is visual, like a stuck button).

4. Troubleshooting Steps Taken (Avoids Redundant Suggestions)

Mandatory Field:

• At least one checkbox selected (e.g., "Restarted the app").
• • Why? Prevents support from asking, "Have you tried restarting?"
  • Risk if omitted: Wastes time on basic steps the user already tried.

Why These Fields Are Mandatory

1. Efficiency – Reduces back-and-forth by capturing essential details upfront.
2. Reproducibility – Lets developers replicate the bug (e.g., "iPhone 15 + iOS 17.1 = Crash on PayPal").
3. Prioritization – Payment/reservation failures are escalated faster than UI nitpicks.

Optional but Helpful Fields

• Additional Notes (Free-text for edge cases).
• Screenshots (For UI/design-related bugs).