⚑Report a problem

As soon as something is not working, click “Report a problem”. The button can be reached on every page. What you write there goes straight to the vendor.

The report automatically includes where you were, which browser you are using and when it happened — exactly the details that would otherwise have to be asked for.

Four sentences following this pattern — it hardly ever takes more:

• I wanted to …
• I clicked on …
• I expected …
• What came was …

Examples of good subject lines: “The export is missing the Town column”, “Saving a contact fails with a red message”, “Where do I set the sender of a campaign?”

Questions are welcome too. A question that is asked three times points to a missing explanation, and then ends up here in the help centre.

Your description, the page you were on, technical details about the browser, the time — and a snapshot of the page as it looked at that moment.

The snapshot is deliberately not a screenshot of your whole computer: it only contains the Aurora Hive Sales page itself, not your other windows, not your desktop background and not the mailbox next to it.

You see everything that goes with it before you send.

Reports are kept in your own list. If there is a query, you see it there and reply in the same place — the history is kept.

A report that has not yet been submitted can be withdrawn; it is then deleted without replacement. Submitted reports stay — they are the record of what was reported and when.

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For a real outage — nobody can sign in, no page loads — a phone call is the faster way. A report requires the system to still be reachable so that you can send it.

For everything else, the report is better than a call, because it brings the technical details with it. If individual functions are broken, first take a quick look at Something is stuck: the most common causes can be ruled out yourself in a minute.

Honestly. A report marked as urgent when it is not pushes the order back at the expense of someone whose work really has come to a halt.

As a yardstick: urgent (“Gets in the way of work”, “Nothing works at all”) is anything that blocks work and has no way round it. Normal is anything that is a nuisance but can be worked around. Low (“Can wait”) is a wish or a blemish.

One report is enough — but a good one. Write in it how many people are affected and since when; that says more about the urgency than any classification.

If the observations differ (“it works for me, not for him”), that is the most valuable detail of all: it narrows the cause down to browser, account or role.

The report is in your list. If there is a query, you see it there and reply in the same place — the history is kept.

Two notes: a report not yet submitted can be withdrawn and is then deleted without replacement. Submitted ones stay; they are the record of what was reported and when.

Yes, and they are welcome. They are most helpful when they describe the problem rather than the solution: “For X I have to click through three pages every time” gets further than “Please add a button for X”.

Frequently asked questions end up here in the help centre, by the way — a question that comes up three times points to a missing explanation.

Login details. Never, in any form — not even “just for testing”.

Also bear in mind that the page snapshot takes the page you were on with it: if there is personal data on it, that goes too. For troubleshooting this is usually necessary and fine; if you do not want it, switch to a harmless page first and describe the error in words.

You see everything that goes with it before you send.