✅ Essential Information to Include
1. Clear Issue Summary
What happened? Provide a brief, specific description of the problem
When did it start? Include date and time when you first noticed the issue
Who is affected? Specify if it's just you, your team, or multiple users
2. Visual Evidence
Screenshots are crucial (if applicable) - Include screenshots that show:
The exact error message or unexpected behavior
The page/screen where the issue occurs
Your browser information (if web-based)
Videos are even better for:
Demonstrating the exact steps that lead to the issue
Showing problems that happen inconsistently
Complex workflows that aren't working as expected
3. Relevant Reference Numbers
Always include applicable reference numbers:
Purchase Order (PO) numbers
Item IDs
User account details
Supplier/vendor codes
etc...
4. Step-by-Step Reproduction
Help us understand exactly what happened:
List each action you took leading up to the issue
What did you expect to happen?
What actually happened instead?
Does this happen every time you try these steps, or only sometimes?
5. Environment Details
Provide context about your setup:
Browser type and version (Chrome, Firefox, Safari, etc.)
Operating system (Windows, Mac, mobile)
Device type (desktop, tablet, mobile phone)
Leverage Environment (PROD, DEV, UAT, TEST, etc.)
6. Business Impact
For bug reports, include this information:
Business Impact:
How would you grade the Business Impact of this issue? (High/Medium/Low)
How is this issue affecting your operations? (Brief description)
Are you able to work around it? (Yes/No – If yes, what's the challenge?)
Does this issue cause extra time/costs? (Yes/No – If yes, estimate impact)
ℹ️ Examples of Good vs. Poor Issue Reports
❌ Poor Report:
"My suppliers cannot access their POs. Please fix ASAP."
✅ Good Report:
"The supplier is unable to acknowledge PO #12345 in the system. When they click the 'Acknowledge' button on the acknowledgement page, they get an error message that says 'Request failed - please try again.' This started happening around 2 PM today. They've tried refreshing and logging out/back in, but the same error appears. Three other suppliers in my network are experiencing the same issue. Screenshot attached showing the error. Using Chrome browser on Windows 11."
📋 Before Contacting Support - Quick Checklist
✓ Have I tried the basics? (Refresh page, log out/back in, try a different browser)
✓ Have I checked if other users are experiencing the same issue?
✓ Do I have screenshots or a video showing the problem?
✓ Have I gathered all relevant reference numbers (PO#s, transaction IDs, etc.)?
✓ Can I clearly explain the steps that led to this issue?
✓ Have I noted how this impacts my work and urgency level?
💬 Contact Methods Available
Two ways to reach our support team:
Help Desk Chat/Ticketing System (preferred - allows screenshots and detailed tracking)
Email Support - support@tryleverage.ai (links to our ticketing system)
Important: Starting Fresh vs. Adding to Existing Threads
If you're considering adding support@tryleverage.ai to an existing email thread:
While we appreciate being looped in, large email threads can make it difficult for our team to quickly identify the core issue and may cause delays in resolution.
We recommend instead:
Coordinate with all parties to clearly define the issue
Submit a separate, new thread with all the essential details from this guide
Include relevant stakeholders from the previous thread if needed
Reference the original thread if it contains important context
Alternatively: A main contact can create a message thread or ticket via the help desk chat and communicate with stakeholders separately.
This approach keeps your support ticket organized from the start, ensures we can focus immediately on your specific issue, and prevents important details from getting lost in lengthy conversations.
🤷♀️ What Happens Next?
Acknowledgment - You'll receive confirmation that we've received your report
Initial Assessment - Our team will review the information and may request additional details
Investigation - We'll attempt to reproduce/isolate the issue and identify the root cause.
Resolution & Follow-up - We'll implement fixes, provide documentation, perform data changes, etc.
✨ Tips for Success
Be specific - Instead of "Button doesn't work," say "Acknowledge button shows error message but doesn't save"
Include context - What were you trying to accomplish when this happened?
Share what you tried - Tell us your troubleshooting steps (refreshing, different browser, etc.)
Attach visuals - Screenshots and videos help us understand the issue faster
One issue per thread - Staying on topic will keep the thread focused. If a new issue arises it is best to submit this separately.
Remember: The more detailed information you provide upfront, the faster our team can identify and resolve your issue. We're here to help make your experience with our platform as smooth as possible!