This document provides information on how to use report forms on Grip Knowledge Base to report problems with the Grip Dashboard, Mobile App, and Web Networking Platform. The document includes descriptions of the available forms, instructions on how to raise a ticket, and field explanations for each form. Additionally, it covers the process of tracking support requests and ticket statuses.
This article includes the following sections:
🔖 Report a problem with the Grip Dashboard
⚙️ Report a problem with the Mobile App
🔗 Report a problem with the Web Networking Platform
📓 How to raise a ticket
If you encounter an issue with any of our available platforms (dashboard, mobile app, web), please click on Submit a request and select one of the three available report forms to follow the steps.
📋 Ticket form types
🔺 Report a problem with the Grip Dashboard - If you encounter any technical issues within the Grip Dashboard, please report them by filling out this form.
🔺Report a problem with the Mobile App - If you notice any technical issues within the Mobile Application, please report them using this form.
🔺Report a problem with the Web Networking Platform - If you notice any technical issues within the Web Networking Platform, please report them using this form.
🔖 Report a problem with the Grip Dashboard
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Issue Title
The Issue Title is a concise overview of a full issue. It should be as precise as possible so that the issue can be understood just by looking at the title.
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Application ID
App ID (or App IDs if more than one app is affected.)
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Event ID
Correct Event ID (if more apps and events are affected, App ID and Event ID order should be aligned! E.g. Apps 160; 541 Events 2559;4623)
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Language
Which languages are in use? Especially important to know if the issue is related to language issues.
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Web Browser
A web browser is an application for accessing the platform. Specifying what browser the issue affects helps us to see if the issue is specifically browser-related. Some examples include Chrome 64, Firefox 57, Safari 11.0.2, Internet Explorer 11, etc.
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Description
Please provide us with as many relevant details as possible. If possible, please also advise if the issue can be replicated on different platforms (e.g. if the issue occurs on the web, have you been able to replicate it on mobile apps and vice versa).
Here are a few steps to structure your description:
- Where is the issue happening?
- What exactly is happening? What is the expected behavior of the feature?
- How can the issue be triggered? What actions lead to the misbehavior?
- Have you checked the configuration on the app/event level?
- Have you tested it on any other app/event (if so, which one?)?
- How was the data imported (if the issue relates to data, such as CPFs, sessions, profile information)?
- Who is affected? What are the data types? Are individual accounts impacted?
- Is this a cloned event? If so, please provide the event ID from which it was cloned.
The faster we can see and recreate the issue on our end, the faster we can start investigating.
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Reproduction Steps
Providing detailed steps on how to replicate the issue helps us to reproduce it on our end. This way, we can see exactly what you see and determine if the issue behaves differently on our system.
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Urgency - Risk Matrix
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The platform is open to participants
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The event is currently happening
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Launching Soon - Potential launch blocker
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Attachments
Please attach any supporting files, screenshots, or recordings that are relevant to the issue. Video recordings are preferable. Ensure that your video and screenshots show the full screen and the entire process, not just a portion of it. Your attachments should correspond to the description and reproduction steps.
Note that there is a mandatory checkbox field for attachments. If you choose not to attach any files but do not tick this field, the ticket will not be submitted.
⚙️ Report a problem with the Mobile App
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Issue Title
The Issue Title is a concise overview of a full issue. It should be as precise as possible so that the issue can be understood just by looking at the title.
-
Application ID
App ID (or App IDs if more than one app is affected.)
-
Event ID
Event ID (if more apps and events are affected, App ID and Event ID order should be aligned! E.g. Apps 160; 541 Events 2559;4623)
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Language
Which languages are in use? Especially important to know if the issue is related to language issues.
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Test Account Email & Password
Please provide the credentials to the support team so they can replicate and test the issue experienced by the user. Ensure that the account added is active during the event, and in case of any changes (account deletion, suspension, etc.), please update with the new one.
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Mobile Platform
Specifying the operating system (OS) platform of your device can help us determine if the issue is specific to iOS, Android, or both. If the issue affects both platforms, please select "Both" from the drop-down menu and provide details for both platforms in the steps below.
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Mobile Device Make and Model
Specifying the device model where the issue is present helps us determine if the issue is specific to that device. Not all devices work in the same manner, and some "issues" may be unique to a particular device.
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OS version
Specifying the operating system (OS) version helps us investigate whether the issue is related to a specific OS. An operating system is the software that runs on your device. Examples include Windows 10, macOS Sierra 10.12.6, Android 7.0, and iOS 11.2.2.
Here's how to locate the OS version on your mobile device:
- iOS: Go to Settings → General → See OS details.
- Android: Go to Settings → About Phone → See OS details.
Note
- The minimum supported version is Android Oreo 8.
- The minimum supported version is iOS 14.
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APP Version
Please always include the version of the app on which you are experiencing the issue. Developers can determine if the issue is valid or if the app version is outdated and a new version is required for some functions to work properly. To locate the app version, click on ‘More’ on the app and scroll to the bottom.
If the issue is on the mobile Web view, please determine the browser version using the following steps:
- On iOS for Safari, go to Settings > General > Software Update. Your iOS version and Safari version are the same. (Example: iOS 16 = Safari 16)
- On iOS for Chrome, open Chrome > click on three dots in the bottom right corner > Find settings > scroll to the bottom > click on Google Chrome > on the new page you will be able to see Chrome version (Example: Version 107.0.5304.66)
- On Android, go to Settings on your device > Applications > Locate Chrome > scroll to the bottom and check the version (Example: Version 107.0.5304.66) or open the app on Play Store and check the version history.
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Description
Please provide us with as many relevant details as possible. If possible, please also advise if the issue can be replicated on different platforms (e.g. if the issue occurs on the web, have you been able to replicate it on mobile apps and vice versa).
Here are a few steps to structure your description:
- Where is the issue happening?
- What exactly is happening? What is the expected behavior of the feature?
- How can the issue be triggered? What actions lead to the misbehavior?
- Have you checked the configuration on the app/event level?
- Have you tested it on any other app/event (if so, which one?)?
- How was the data imported (if the issue relates to data, such as CPFs, sessions, profile information)?
- Who is affected? What are the data types? Are individual accounts impacted?
- Is this a cloned event? If so, please provide the event ID from which it was cloned.
The faster we can see and recreate the issue on our end, the faster we can start investigating.
-
Reproduction Steps
Providing detailed steps on how to replicate the issue helps us to reproduce it on our end. This way, we can see exactly what you see and determine if the issue behaves differently on our system.
-
Urgency - Risk Matrix
-
-
The platform is open to participants
-
The event is currently happening
-
Launching Soon - Potential launch blocker
-
-
-
Attachments
Please attach any supporting files, screenshots, or recordings that are relevant to the issue. Video recordings are preferable. Ensure that your video and screenshots show the full screen and the entire process, not just a portion of it. Your attachments should correspond to the description and reproduction steps.
Note that there is a mandatory checkbox field for attachments. If you choose not to attach any files but do not tick this field, the ticket will not be submitted.
🔗 Report a problem with the Web Networking Platform
-
Issue Title
The Issue Title is a concise overview of a full issue. It should be as precise as possible so that the issue can be understood just by looking at the title.
-
Application ID
App ID (or App IDs if more than one app is affected.)
-
Event ID
Event ID (if more apps and events are affected, App ID and Event ID order should be aligned! E.g. Apps 160; 541 Events 2559;4623)
-
Language
Which languages are in use on the app/platform? Particularly important to know if the issue is related to language issues.
-
Test Account Email & Password
Please provide the credentials to the support team so they can replicate and test the issue experienced by the user. Ensure that the account added is active during the event, and in case of any changes (account deletion, suspension, etc.), please update with the new one.
-
Web Browser
A web browser is an application for accessing the platform. Specifying what browser the issue affects helps us to see if the issue is specifically browser-related. Some examples include Chrome 64, Firefox 57, Safari 11.0.2, Internet Explorer 11, etc.
-
Description
Please provide us with as many relevant details as possible. If possible, please also advise if the issue can be replicated on different platforms (e.g. if the issue occurs on the web, have you been able to replicate it on mobile apps and vice versa).
Here are a few steps to structure your description:
- Where is the issue happening?
- What exactly is happening? What is the expected behavior of the feature?
- How can the issue be triggered? What actions lead to the misbehavior?
- Have you checked the configuration on the app/event level?
- Have you tested it on any other app/event (if so, which one?)?
- How was the data imported (if the issue relates to data, such as CPFs, sessions, profile information)?
- Who is affected? What are the data types? Are individual accounts impacted?
- Is this a cloned event? If so, please provide the event ID from which it was cloned.
The faster we can see and recreate the issue on our end, the faster we can start investigating.
-
Reproduction Steps
By adding detailed steps on how to replicate the issue you help us to get to the issue the same way as you have. We need to see what you see, in case the issue behaves differently on our end.
-
Urgency - Risk Matrix
-
The platform is open to participants
-
The event is currently happening
-
Launching Soon - Potential launch blocker
-
-
Attachments
Please attach any supporting files, screenshots, or recordings that are relevant to the issue. Video recordings are preferable. Ensure that your video and screenshots show the full screen and the entire process, not just a portion of it. Your attachments should correspond to the description and reproduction steps.
Note that there is a mandatory checkbox field for attachments. If you choose not to attach any files but do not tick this field, the ticket will not be submitted.
✉️ Ticket statuses
To help you understand the different stages of a support ticket, we have provided the following list of common ticket statuses and their meanings:
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New: We have received your request and are reviewing it to determine who should be assigned to resolve it.
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Open: Your request has been assigned to a Support Specialist who is currently working to resolve it.
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Pending: The Support Specialist has a question for you and is waiting for your response. Your request will remain in this status until you provide the information needed to continue resolving the issue.
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On-hold: Your request is awaiting a response from either you or someone from our team before we can proceed with resolving the issue.
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Solved: The Support Specialist has resolved your issue and your request has been marked as complete. If you feel that the issue is not resolved, you can reply to the ticket notification to reopen it.
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Closed: Your request is complete and cannot be reopened. However, you can create a new request for any follow-up issues. Please note that the ticket closure is done automatically based on our business rules.
✅ Customer Portal
- Registration and Sign-in
Welcome to our Grip support! To get started with our service, you will need to register first. This is a simple process that requires you to provide your name and email address. Once you have completed the registration, you will be able to initiate a conversation with our team and start receiving support.
Please follow the instructions below to register and get started with our service.
- Visit our Help Center and click on the "Sign in" button located at the top right corner of the page.
- Click on the "Sign up" link to create a new account.
- Fill in the required fields with your name and email address, and create a password.
- Click on the "Sign up" button to complete the registration process.
- Check your email inbox for a verification message from us.
- Open the verification message and click on the link provided to verify your email address.
- Once you have verified your email address, return to our Help Center and sign in with your email address and password.
Once you have signed in, you will be able to access our Zendesk support and receive assistance from our team. If you have any questions or issues during the sign-up process, please don't hesitate to contact us for assistance.
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Track your organisation's ticket requests
- Click your profile icon on the upper-right side of any page and then click My activities.
- Click the Organization Requests link on the My Activities page to see all the requests in your organizations.
- To see details about a request, click the request title.