1. Information to Gather Before Reporting
When you encounter unexpected behavior or a bug within the Speakap platform, please collect the following information before reaching out to support. The more details you provide, the faster our support, product and development teams can pinpoint the root cause.
2. The "Where" (Platform and Device Details)
We need to know exactly where the issue is happening to recreate the environment. Please note:
- Platform: Is the error occurring on the web browser, the mobile app, or both?
- Mobile Details: If it is happening on the mobile app, is it on iOS or Android? What specific brand and model of smartphone are you using?
- Web Details: If it is occurring on the web app, which browser are you using (e.g., Google Chrome, Safari, Firefox)?
- App Version: Which version of the Speakap mobile app is currently installed? You can find this information in the app by tapping on About via the Main menu.
3. The "What" (Issue Description and Impact)
We need to understand the exact behavior and how widespread the problem is. Please provide:
- Description: Describe exactly what happens versus what you expected to happen.
- Steps to Reproduce: What exact steps did the user take that led up to the issue?
- Frequency: How often does it happen? Does it happen every single time you perform the action, or only sporadically?
- Impact: How many users are affected by this specific issue?
- Error Messages: Did you receive a specific error message or notification on the screen? If so, what was the exact text?
- Visual Evidence: Whenever possible, please include visual attachments like a screenshot or a screen recording of the bug occurring.
4. The "When" (Timestamp)
Knowing when the bug occurred helps our team check the system logs for that specific timeframe. Please note:
- Date: On what exact date did the issue occur?
- Time: At what specific time did the issue occur (please include your time zone)?
5. Submitting Your Bug Report
Once you have gathered the "Where, What, and When" information, please send the complete details to our customer care team at support@speakap.com, or submit it directly through your designated form in the support portal.