Whenever something goes awry, it's important that the CR-Certify support team is properly alerted. If you are logged in, you should see an option to access the Feedback form on the top right of your screen beneath your user information.
The Feedback form is designed to stay populated with what you enter into it for as long as you remain logged in until it is submitted. This allows you to navigate around and gather as much information as you can to report to the support team. The more information or examples you provide, the better. To minimize the form to accomplish this, click the "x" in the top right hand corner of the pop-up screen, and click the "Feedback" text in the top right hand corner of the screen to reopen the form with everything you had previously filled out included.
Note: Any files uploaded to the Feedback form will not save if it is minimized. Please hold off on uploading any files until you are ready to submit the form to save you from having to upload the files multiple times.
The Urgency field gives a rough estimate to the support team of how impactful the issue you are seeing is based on your perception of what is happening. A guide on how to gauge the urgency is as follows:
- Low: Either a one-off issue, or something odd that doesn't have any major impacts to your day-to-day processes. You can function perfectly fine even with this issue occurring.
- Medium: A minor, persistent issue that does have some impact on your day-to-day work. You are able to work around it, but it is impacting your efficiency or is causing you frequent annoyance.
- High: A major issue that happens frequently enough to have a direct impact to your processes. Any work around that does exist is significantly cumbersome, and you are unable to avoid the issue.
- SHOWSTOPPER: Highest tier of issue. Please reserve this urgency to any issue that is directly stopping you from working in the software. A great example of this is if the software fails to load at all.
The Category field is designed to point to the area of the software that is experiencing the issue you're seeing. This allows our support team to hone in on where the issue is occurring and therefore find the appropriate solution within an efficient timeframe.
If none of the pre-named categories are appropriate for the issue you see, there is an "Other" option in the dropdown menu available. If "Other" is selected, please be sure to include where you see this issue in the description.
This field gives you the opportunity to loop in anyone who should be made aware of the issue you are reporting using the Feedback form. As long as a valid email address is entered, anyone entered here will be copied on the form submission email. If someone is added in this field in error, they can be removed prior to form submission.
These numbers are the unique identifiers for individual sections within the software, so the CR-Certify support team can easily navigate to the entity or entities where the issue was observed. These unique identifying numbers can be found easily by looking at the numbers located at the end of the URL for the selected entity. In addition, the list of available entities appears in the dropdown menu. Both the entity type needs to be selected and the number needs to be entered in order to add the Entity ID Number to the form submission.
This is where you can communicate what exactly you are seeing within CR-Certify. The more detail you provide, the more able our support team will be find a solution. Ideally, a step-by-step of what actions you took that led to the issue you discovered is a great start.
The file upload will not retain your uploads if you minimize the Feedback form. However, it will accept a wide variety of file types up to a total size of 15MB. Screenshots are incredibly useful, whereas it is vital to attach a related email or report if that is where the issue was originally seen. While you can upload a video, that is not necessary for our support team to get to the bottom of what you are seeing.
This is a read-only field that displays a preview of the signature that will appear in the emailed Feedback form. If any of this information is not fully informative for who is submitting this form, please add any clarifications to the description field.
What happens when I hit submit?
When you submit the Feedback form, the contents of the form will be used to populate an email that sends directly to our support staff. You, and anyone added in the CC Recipients field, will be copied on that email for your records.
Our support team's standard response time is two full business days.
How do I clear the form?
If you realize you no longer need to submit the Feedback form for whatever reason, you can clear the form completely by clicking the "Cancel" button in the bottom left hand corner of the pop-up screen. In addition, the form will also clear automatically if you log out of CR-Certify.
