Reporting Bugs and Serious Issues
If you are experiencing a bug or serious issue, you can help us identify and resolve the issue faster by following the process outlined in this article.
When you submit a support ticket, our team will triage your request according to the following order of priorities:
- Bugfixes and serious issues
- Subscription updates and training requests
- General support (e.g. "How do I...")
- Feature requests
If you are reporting a bug or serious issue, please include as much of the following information as possible, to help us diagnose the problem quickly. For ease of formatting, you might like to email help@jobman.com directly, rather than use the in-app ticket submission window.
Information to Include:
How critically is this issue affecting your business?
(A) I can't operate my business at all.
(B) This is a major inconvenience.
(C) This is a minor inconvenience.
(D) I'm not using this feature right now, but would like to see this issue resolved in the future.
- What area of your software is being impacted? For example: Contacts, Jobs, Leads, Invoices, Quoting, etc.
- What are the particulars of the issue? For example, which job number/s, lead number/s, quote number/s, etc.?
- Provide screenshots or screen recordings of the issue, including any error messages you may be receiving.
- Provide a detailed description of the issue. Are you seeing an error message? Is a page not loading correctly? Are certain numbers not adding up or showing incorrectly? Etc.
- Can you replicate this issue? Please give a step-by-step description of the process you are trying to complete, so that we can try to replicate the issue on our end.
- Is this issue impacting all staff, or just specific users? If specific users, please list them.