Best practices guide for requesting technical support

Modified on Tue, 3 Mar at 10:12 AM

This article is intended to provide instructions on the information typically requested by the technical support team to proceed with your service.

INDEX

Web Platform
Mobile Platform

Web Platform

Checklist Settings

For issues with checklists, provide the email of the affected person and specify if the request is to correct an existing checklist or create a new one.

If it is an issue with an existing checklist, provide the checklist name and detail the problem. If it involves items, areas, or subareas, include the affected names, describe what is happening, and, if possible, send error messages and screenshots.

If it is to create a new checklist, describe the request in detail and send screenshots or error messages, if any.

Applied Checklists

In cases related to the application of checklists, it is necessary to provide the email of the person with the problem and describe the desired action.

If it is to resolve a problem in an existing checklist, provide the checklist ID and detail the problem, including error messages and screenshots, if possible.

If the problem is the inability to apply a checklist, provide the unit where the application is being made, the checklist name, and describe the occurrence in detail, attaching screenshots or videos, if available.

Finally, include any other information that may be relevant to the analysis.

Users and Access

For cases related to users and access, it is essential to provide the email of the affected user. Next, indicate whether the need is to resolve a problem with an existing user or create a new user.

In both situations, it is necessary to describe the problem thoroughly, state if there are error messages, and, if possible, send screenshots to help illustrate the situation.

Finally, we ask that any other additional information that may be useful be provided.

E-mails

In case of problems involving emails, we request that the email of the impacted person be provided along with a detailed description of the problem.

It is also important to state if there is a failure to receive a specific email. If the email is related to applied checklists, we request that you also provide the corresponding checklist ID.

If there are error messages, these should be provided and, if possible, accompanied by screenshots. Any other relevant information should also be communicated.

API, BI Integrations

In requests related to the API, the first step is to provide the email of the user with the problem and describe the desired action.

If the request is to obtain API access, it is important to note that only system administrators can generate an access key. The user should contact someone with this permission.

If the problem is the inability to connect to the API, it will be necessary to inform which endpoint and parameters are being used, besides describing the problem in detail, stating any error messages, and attaching screenshots.

To access the API documentation, the following links should be used:

If errors occur during access, we recommend trying again in an incognito tab.

Additional information should be reported.

Power BI

For problems involving Power BI, the email of the impacted person must be provided initially.

Next, the required action must be detailed: problems with incorrect data, outdated data, errors viewing information, etc.

If the problem is related to a dashboard that was not developed by Checklist Fácil, the service should be directed internally to the person responsible for its creation. The Checklist Fácil Technical Support team provides support only for dashboards developed by our data team.

In all cases, the user must describe the problem in detail, state if there was an error message, and, if possible, send screenshots to facilitate the analysis.

If there is other information, it should also be forwarded.

Reports

In situations related to platform reports, the user must provide the email of the person with the problem and specify in which report the error occurred.

It is also necessary to report if there are error messages and, if possible, attach a screenshot of the error. Other relevant information can be included for a better understanding of the problem.

Others

For problems not classified in the previous categories, we request the email of the affected person, a detailed description of the problem, the submission of any error messages, and, if possible, the attachment of screenshots.

Additionally, we ask that you provide any other information you consider important for support.

Mobile Platform

Mobile platform refers to the apps available in the application stores (Play Store, App Store) for the main mobile operating systems (iOS, iPadOS, Android) or via APK (application package, for Android only) under certain circumstances.

Data Update

For inquiries related to data updates in the application, we request that the user describe the problem faced. It is important to inform which user was logged in at the time of the occurrence. If any error message was displayed, we ask that you send a screenshot or a video demonstrating the error.

Also check if the application is in its latest version; if not, update it via your device's app store (App Store for iOS/iPadOS, Play Store for Android) and test again.

Finally, it is essential to send the application logs by accessing the "More" > "Settings" > "Send log" option to assist our team during the investigation.

Additionally, check if the application is updated to the latest version. If not, perform the update through your device's app store and repeat the test. Finally, send the application logs by accessing "More" > "Settings" > "Send log".

Checklist

For questions related to checklists, we ask that you describe the doubt or problem faced. Inform the user logged into the application, as well as the name and applied checklist code.

If an error message occurs, send a screenshot or video. Make sure the application version is the latest, and if not, update it through your device's app store and perform a new test.

Finally, send the application logs by accessing "More" > "Settings" > "Send log".

Workflow

When the problem is related to the workflow, it is important to describe the error found. Also inform the applied assessment code. Ensure that the application is updated to the latest version; if not, update it through your device's app store and repeat the process.

Finally, send the application logs through the "More" > "Settings" > "Send log" option.

Synchronization

For synchronization problems, we request that the user detail the problem faced. Inform the assessment code and confirm if the application is updated. If not, update it through your device's app store and try again. If there is any error message, send an image or video. The applied checklist/assessment code (numeric sequence starting with #) must also be provided, as this data can help track the results that were synchronized. Additionally, it is important to send a screenshot of the device's connection test. To do this, access a browser, search for "speed test," and run the first option displayed.