Help Us Improve Your Design Journey

Thank you for reaching out to our support team. Please fill out this form with as much detail as possible so we can assist you efficiently.

User Information

(Required for account verification and follow-up)


Full Name:

Email Address:

App Version:

(e.g., 2.5.1 – found in Settings > About App)

Device Type:

(e.g., iPhone 14, iPad Pro, Samsung Galaxy S23, etc.)

Operating System & Version:

(e.g., iOS 17.5, Android 14, etc.)

App Store Purchase Receipt/Order ID:

Issue Category

(Select the most relevant category)


App Crashes/Freezes

Logging In/Account Issues

Subscription/Payment Problems

Feature Not Working

(e.g., 3D rendering, floor plan import, etc.)

Missing/Incorrect Design Elements

(e.g., furniture, textures, colors)

Import/Export Errors

(e.g., saving projects, sharing files)

UI/Display Issues

(e.g., buttons missing, text overlap)

Syncing Problems

(e.g., cloud saves not updating)

Other (Please Specify):

Detailed Issue Description

(Provide as much detail as possible to help us replicate and resolve the issue)

For Crashes/Freezes:

When does the crash occur?

Does the app close completely or freeze?

How often does this happen? (e.g., every time, occasionally)

For Feature/Functionality Issues:

Which tool/feature is not working? (e.g., "3D camera view," "material editor")

Steps to reproduce the issue: (e.g., "1. Open project > 2. Click 'Render' > 3. App freezes")

List the Steps

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Does the issue occur in all projects or just one?

For Performance Issues:

Is the app slow during a specific action?

Does reducing project complexity improve performance?

For Import/Export/Saving Issues:

File format used:

Error message received (if any):

Does the issue occur with all files or just one?

For Display/UI Issues:

Upload Screenshot(s).

Upload File

Notes

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Does changing device orientation (portrait/landscape) affect the issue?

Troubleshooting Steps Already Taken

(Check all that apply)

Additional Information

Upload Screenshots/Videos:

Upload File

Notes

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Project File: (If the issue is project-specific, can you share it?)

Choose a file or drop it here
 

Any recent changes before the issue started? (e.g., OS update, new app version)

Follow-Up Preferences

Preferred contact method:

Best time to contact (if needed):


Thank you for your feedback! Our team will review your submission and respond as soon as possible.


(Optional) How would you rate your experience with the app so far?


App Support Form Insights

Please remove this App Support Form insights section before publishing.


Here’s a detailed breakdown of the Home Design & Remodel App Support Form, explaining its structure, purpose, and how each section helps streamline customer support and issue resolution:

1. Purpose of the Form

This form is designed to:

  • Standardize issue reporting for home design/remodeling apps.
  • Reduce back-and-forth communication by collecting necessary details upfront.
  • Help support teams quickly categorize, diagnose, and resolve issues.
  • Identify recurring problems (e.g., crashes on specific devices) for future updates.

2. Section-by-Section Insights

A. User Information

Why it matters:

  • App Version & Device Type: Critical for diagnosing OS-specific bugs or compatibility issues (e.g., crashes on iOS 17 but not iOS 16).
  • Purchase Receipt: Verifies legitimate users and resolves subscription/payment disputes.
  • Email: Ensures the support team can follow up if logs or additional details are needed.

B. Issue Category

Why it matters:

  • Prioritization: Crashes/payment issues often get escalated faster than UI complaints.
  • Routing: Helps assign tickets to specialized teams (e.g., billing vs. technical support).
  • Data Trends: Tracking frequent categories highlights areas needing app improvements.

C. Detailed Issue Description

Key Features:

  • Context-Specific Questions:
    • For crashes: Focuses on reproducibility (e.g., "Does it happen when exporting a large file?").
    • For feature failures: Asks for step-by-step replication, helping developers debug.
    • For performance issues: Determines if the problem is device-specific or app-related.
  • Screenshots/Video: Visual evidence is invaluable for UI bugs or rendering glitches.

D. Troubleshooting Steps Taken

Why it matters:

  • Avoids redundant suggestions (e.g., if the user already reinstalled the app).
  • Identifies if the issue persists after basic fixes, signaling a deeper problem.

E. Additional Information

Why it matters:

  • Project Files: Critical for replicating bugs in complex design apps (e.g., corrupt file formats).
  • Recent Changes: Flags conflicts with OS updates or new app versions.

F. Follow-Up Preferences

Why it matters:

  • Improves user satisfaction by respecting communication preferences.

3. How This Form Benefits Different Stakeholders

For Users:

  • Faster resolutions due to structured, detailed reporting.
  • Less frustration from avoiding generic "try restarting your device" replies.

For Support Teams:

  • Reduces ticket resolution time with organized, actionable data.
  • Enables data-driven decisions (e.g., spotting crash trends on specific devices).

For Developers:

  • Clear bug reports with reproduction steps accelerate fixes.
  • Helps prioritize updates (e.g., if 60% of issues are import-related).

4. Best Practices for Implementation

  1. Make it accessible: Embed the form in-app (under "Help & Support") and on the website.
  2. Auto-fill known data: Use device/OS info from the user’s profile where possible.
  3. Link to FAQs: Add a note like, "Before submitting, check our [FAQ] for quick fixes."
  4. Post-submission automation: Send an immediate confirmation email with a ticket number.

5. Potential Improvements

  • Integration with analytics: If the app has error logging, link the form to auto-attach recent logs.
  • Dropdowns for common issues: E.g., "Select your rendering error type: Texture distortion/Model missing."
  • Multilingual support: If the app serves global users.

6. Example Scenario

User Report:

  • "App crashes when I try to save my project."
    Support’s Action:
  1. Checks Issue Category → "App Crashes/Freezes."
  2. Reviews Detailed Description → Finds it happens only with projects over 50MB.
  3. Confirms Troubleshooting Steps → User already reinstalled the app.
  4. Requests Project File → Identifies a corrupt asset causing the crash.
  5. Result: Fix deployed in the next patch, with a workaround emailed to the user.

Conclusion

This form balances user-friendliness with technical depth, ensuring efficient support while gathering data to improve the app long-term. By tailoring questions to home design/remodeling apps (e.g., 3D rendering, file imports), it addresses niche-specific issues that generic forms might miss.


Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


To ensure efficient troubleshooting while minimizing user friction, these questions are essential and should be marked as required in the form:

1. User Information (Mandatory for Accountability & Diagnostics)

a. Email Address

  • Why?
    • Primary contact for follow-ups.
    • Needed to send resolution updates or request additional details.
    • Helps verify account ownership (for subscription/login issues).

b. App Version

  • Why?
    • Critical for identifying version-specific bugs (e.g., "Crash occurs only in v2.5.1").
    • Ensures support doesn’t waste time on issues fixed in newer updates.

c. Device Type & OS Version

  • Why?
    • Hardware/OS compatibility is a leading cause of app failures (e.g., rendering issues on older iPhones).
    • Helps prioritize fixes for specific device models.

2. Issue Category (Mandatory for Triage)

  • Why?
    • Routes the ticket to the right team (e.g., billing vs. technical support).
    • Identifies urgent issues (e.g., crashes > UI nitpicks).

3. Detailed Issue Description (Mandatory for Context)

a. "When does the problem occur?"

  • Why?
    • Distinguishes between isolated and systemic issues (e.g., "Crashes only when using the AR camera").

b. "Steps to reproduce the issue" (if applicable)

  • Why?
    • Allows developers to replicate and debug the problem efficiently.

4. Troubleshooting Steps Taken (Mandatory to Avoid Redundancy)

  • Why?
    • Prevents support from suggesting basic fixes the user already tried (e.g., "Yes, I restarted the app 5 times").
    • Signals escalation needs (e.g., if reinstalling didn’t help, the issue may be server-side).

Why Other Questions Are Optional:

  • Name: Not critical if email is provided.
  • Purchase Receipt: Only mandatory for payment/subscription issues.
  • Screenshots/Project Files: Helpful but not all users can provide them immediately.

Key Considerations for Mandatory Fields:

  1. Balance – Too many required fields frustrate users; too few lead to vague tickets.
  2. Technical Necessity – Mandatory questions should directly impact issue resolution.
  3. Privacy – Avoid requiring personal data (e.g., phone numbers) unless absolutely necessary.

By mandating these core questions, support teams get actionable data while keeping the form user-friendly.

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