If you are a user of any ReallyCare CIC product or service we want to make sure you love it.  But we know that sometimes, either through a user not being familiar with a product, sub-optimal design or just plain errors, products and services can be hard to love. In those circumstances we want you to have access to the most appropriate support to get things back on track.

  1. First of all, look to see if you can find the solution on our Knowledge Base. Note that you can search for relevant articles by keyword.

  2. If you cannot find the answer to your question in our Knowledge Base, try asking another user - perhaps a colleague or your boss.

  3. If you still haven't been able to find a solution to your problem you might have to open a support ticket. Before you do that, you need to understand how it works: It sounds obvious, but support is provided by people who are not you. They don't have your background or understanding of your circumstances or your business. They cannot see your screen. Something that is totally obvious to you is not obvious to them.

    The factor that has by far the greatest impact on how quickly your issue can be resolved is how easy it is for us to repeat it.  This depends on the completeness of the information you provide. Each time we have to reply to ask for more information, your issue is no longer the one getting focus, and the time you are waiting for a solution has increased.

    Broadly, the three things we need to know are:
    1. Where in the system were you and what were you doing?
    2. What did you want to happen?
    3. What did happen and why is that wrong?

Each ticket must include these three bits of information as a minimum.  In each of these three areas, there are gotchas that can waste a lot of time, and you will get much better service from us if you can avoid them.

Where in the system were you and what were you doing?

DO try to give the smallest set of instructions to reproduce.  For example: 

  1. Visit https://www.plaitapp.org/db/event/........
  2. Open the Carers tab
  3. Click on the button that says "xxx

DON'T say "I was in Catherine's record". Even if at the time of writing there is only one Catherine, there could be more than one by the time the ticket gets looked at.

DO if possible, include the URL from the address bar (you should copy and paste it)

DO (if the URL is not available, for example on a mobile app) include full names of record being viewed, and a description of what the view is (ideally with a screenshot - this should be a JPG/JEG or PNG document).

DON'T say "It always", "for any", "all", "most" or "multiple".  It may seem to you like a problem is universal or very common, but it is very unlikely that it actually is, and a support person cannot proceed without an actual example.

Likewise, DON'T say "the report / invoice / payslip" is wrong.  Give one (or more) examples of lines in the report that you think is wrong, and say what you would have expected.

DO give one specific example of a problem, even if you believe it to be universal or very common.  

DO (if you have access to the Switch Context option) say which organisation context you were in when the incident occurred.

DON'T use local jargon.  If you have local purposes for fields / reports / processes the support person will not know this (even if they have been told before, they cannot remember this information for different clients). 

DO Use the exact wording on the screen when referring to fields, or even better include a screenshot, perhaps marked up like the example above. If sending a screenshot please use JPG, PNG or BMP format.

(For users with multiple logins) DO say which level you were logged in at, as the system behaves very differently depending on where you sit in the organisational hierarchy.

What did you want to happen?

DON'T use local jargon (again).  

DO Use the words that appear on your screen, even if in the office you use different words for the fields / processes

DO explain the purpose (or use case) of what you were doing.  It may be that you have misunderstood how to achieve your objective within the system.

What did happen and why is that wrong?

DON'T say "it didn't work".

DO explain why what happened is different from what you expected, in terms of what you can see on the screen.

DO record any error messages (see System Error Messages for how to pin them so you can easily get a screenshot or copy and paste). Also record the time when they were displayed, as some are logged on our database with helpful diagnostic information.

DO include screenshots or videos if that will help us understand the issue. You can record the screen of a phone using the phone OS.  See instructions for iOS and Android.

DO make clear if you can reproduce the problem, and if not, how often it occurs.  DO try and reproduce in other browsers (if you have one available).  If you can reliably reproduce in a particular browser DO us have the details (https://www.whatsmybrowser.org/ is good for this)

and finally...

DON'T open a ticket with multiple issues or tack a new issue onto an existing ticket.  It might save you a few moments at the time, but it’s likely to cost everyone a lot of time in the long run, and it will almost certainly take longer to resolve your problems. It also greatly increases the chances that a high priority issue will not be picked up as quickly as it could have been

DON'T open multiple tickets for the same issue. This might feel like it is expressing the urgency of the situation, but it means that information vital to closing the ticket is not seen, since it is on another ticket.

DO open tickets as soon as you can. Our systems are real time, and there is often only a brief window to reproduce and understand an issue.

You now know how to open a support ticket with the information that will help us provide the best possible service to you.

If you don’t have one already, you can sign up for a support login here and email support@reallycare.org to open a ticket (there is currently a problem.with the third party support system that we use that means that you cannot open a ticket by filling in the form).

If you want more suggestions about how to get the best out of our support team try searching for best practice bug reporting for some more ideas.