Getting help

Get in touch

Get in touch via our support channels:

• For issues with our apps, contact us via the Support service desk.

• For any general information, contact us via https://www.servicerocket.com/contact-us.

Help us help you

What to do when contacting us for help.

1. Complete Description of the Issue:

   • Clearly describe the problem you are experiencing.

   • Mention any error messages or codes displayed.

2. Steps to Reproduce the Issue:

   • List the exact steps you took before encountering the issue.

   • Include screenshots or screen recordings if possible.

3. Expected vs. Actual Results:

   • Explain what you expected to happen.

   • Describe what actually happened.

4. Environment Details:

   • Specify the software version you are using.

   • Include details about your operating system (e.g., Windows 10, macOS Catalina).

   • Mention the browser and version if it's a web application (e.g., Chrome 91, Firefox 89).

5. Network Information:

   • Provide information about your internet connection (e.g., Wi-Fi, Ethernet).

   • Mention any VPN or proxy services you are using.

6. Account Information:

   • Provide your account username or email address associated with the software.

   • Mention any specific roles or permissions you have within the application.

7. Recent Changes or Updates:

   • Note any recent changes you made to your system or the software.

   • Mention any recent updates or installations.

8. Frequency and Patterns:

   • Indicate how often the issue occurs (e.g., always, sometimes, rarely).

   • Mention any patterns or specific conditions under which the issue occurs.

9. Log Files:

   • Attach any relevant log files that might help diagnose the issue.

   • Provide details on where to find these logs if you are unsure.

10. Error Reports:

    • Include any crash reports or diagnostic information generated by the software.

11. Screenshots and Screen Recordings:

    • Provide visual evidence of the issue through screenshots or video recordings.

12. Temporary Workarounds:

    • Mention any temporary solutions or workarounds you have tried.

    • Explain whether they have partially resolved the issue or not.

13. Impact on Work:

    • Describe how the issue is affecting your work or productivity.

    • Indicate the urgency of the issue based on its impact.

By providing these details, you give the support team a comprehensive view of the issue, which helps them diagnose and resolve it more efficiently.