Goal
Send one useful support report or product idea with enough context for the next person to act on it.
Prerequisites
- Your office role has Support view and create permission.
- You know the affected record reference and approximate time of the event.
- You have removed secrets, payment details, and unrelated personal data from attachments.
Steps
- Open Support.
- Search the Help tab first. If an article resolves the issue, follow it and verify the result.
- For a product problem, select Report a problem.
- Choose the closest category and severity. Reserve the highest severity for an outage, security issue, money risk, or blocked live operation.
- Enter a specific subject that includes the affected area and outcome, such as "Booking BK-104 cannot assign available driver".
- In What happened?, include what you tried, the expected result, the actual result, the record reference, and the approximate time with timezone.
- Add a focused screenshot when it helps. Include the visible error and relevant controls, but redact credentials and unrelated customer data.
- Select Send report.
- Open the created ticket under My tickets and keep follow-up messages on the same thread.
- For an improvement rather than a defect, open Ideas, select the idea action, describe the outcome you need, and submit it. Vote on an existing company idea instead of creating a duplicate.
Expected result
The report enters your company's support queue with its evidence and thread, or the idea appears in the company Ideas list for colleagues who can access Support.
Troubleshooting
- Support is not visible: your role may not be routed to the office Support area. Drivers and partner users should contact the company dispatcher or administrator unless a Support entry is available in their portal.
- An attachment fails: use a supported image or document within the displayed size limit, then retry.
- The ticket has no reply yet: continue on the existing thread. Do not create duplicates for the same incident.
- The problem affects money or security: include the smallest safe evidence and mark the severity accurately. Never attach passwords, API keys, or full card details.
- You cannot vote on an idea: confirm that you are signed into the same company and have Support access.
- The issue is a training question: use Help first and report the exact step where the documented outcome differs from the product.