Why We Need Details
Think of reporting a software issue like describing a car problem to a mechanic. Saying "the car won't start" isn't enough - the mechanic needs to know if there's a clicking sound, if the lights work, when it last ran properly, etc. Similarly, our support team needs specific details to help you effectively.
Required Information We Need
Be Specific: Include exact times, names, and actions
Include Error Messages: Copy and paste exact error text
Describe Steps: List what you did in order
Provide Context: Mention if this is new or ongoing
Share Screenshots: When possible, include visual evidence
Client Can Not Book a Class
Our eligibility analysis checks all possible booking restrictions and tells us exactly what's preventing access. To run the analysis, we need the following information.
Client First and Last Name: [Insert Client's Name]
Date and Time of Booking Attempt:
Was the client unable to book themselves, a staff member, or both:
Booking Platform: [Walla App iOS / Walla App Android / Widget /Branded App]
Class Name:
Class Time: [Specify the time of the class they attempted to book]
Class Date: [Specify the date of the class they attempted to book]
Plan client is unable to use: [Specify the plan they wanted to use]
Booking ineligibility messages either staff or the client is experiencing:
Provide additional details:
Marketing Suite Automation is Not Sending to Expected Clients
We require the following information when investigating automation related issues.
Name of automation:
Link to automation:
How the automation should work and who it should send to:
How the automation is currently working and why it is not working correctly:
List all recent changes made to the automation:
List the type of change (ie. changes to conditions, stages, tags, enabling/disabling the automation), details about the change, and the date the change was made.
Date the automation stopped sending to clients who should be receiving the automation:
Number of clients who should have received the automation:
Link(s) to client profiles for clients who should have received the automation:
Link to the Marketing Automation report for the automation that is not working as expected and apply date filters:
Marketing Suite Automation Sending to the Wrong Clients
We require the following information when investigating automation related issues.
Name of automation:
Link to automation:
How the automation should work and who it should send to:
How the automation is currently working and why it is not working correctly:
List all recent changes made to the automation:
List the type of change (ie. changes to conditions, stages, tags, enabling/disabling the automation), details about the change, and the date the change was made.
Date the automation started to send to the wrong clients:
Number of clients who received the automation who should not have received the automation:
Link(s) to client profiles for clients who received the automation who should not have received the automation:
Link to the Marketing Automation report for the automation that is not working as expected and apply date filters:
Walla App
We require the following information when investigating Walla App related issues.
Client first and last name:
Email client uses for the Walla App:
App version:
Learn how to check your Walla App version here
Is the client’s phone iOS or Android:
Device Type:
Connection Type: Wi-Fi, mobile data, or other
Is the client able to complete the action on the widget? (Yes/No/Not Relevant)
What is the frequency the issue occurs? (Whether the issue happens always, often, or intermittently)
Any there any specific error messages that display?
Provide a step by step that leads to the issue to help replicate the problem:
Screenshots or recordings that show the issue can provide immediate insights into the problem: How to screen record on a mobile phone using Loom
May we reach out to the client directly via email if we require more information?
If yes, please provide the clients email address:
Articles to help answer the above questions
Reports
We require the following information when investigating report related issues.
Report Details
Report Name: Please specify the name of the report you have questions about.
Comparing Reports: Are you comparing more than one report? If yes, list all reports you are comparing.
Link to the Report(s): Share the URL/link to all reports. Ensure the report filters are set to the exact ones you are using when viewing or comparing inaccuracies. This includes date ranges.
Comparing Exported Data: If you are comparing exported data, please provide links and access to all spreadsheets you are comparing.
Inaccuracies Identification
Specific Inaccuracies: Be as specific as possible regarding the inaccuracies you've identified within the report. Provide details such as incorrect data points or figures for better investigation.
Expected Data/Information: Describe the data or information you were anticipating finding in the report.
Reason for Inaccuracy: Please explain why you believe the data in the report may not be accurate. Including screenshots if possible will expedite the resolution.
Additional Information
Date of Access: It would be helpful for us to know when you accessed the report and noticed the issue. This information can aid in identifying any potential discrepancies due to updates or changes. Note that some reports will naturally fluctuate due to client bookings and cancellations.
Your Permission Group: Please specify your permission group (e.g., admin, manager, viewer) for accessing the reports.
Login Used: Provide the login credentials (username/email) you are using to view the reports
General Questions and Issue Investigation Basic Information Requirements
Basic information our teams will need to answer your question quickly.
Client Information
Please profile the name and link to client profile for each client affected
Client's Full Name:
Link to Client's Profile:
Total clients affected:
When did you first notice this?
Date and Time:
What is the frequency this is occurring/you are seeing this?
Select one:
Every time
Intermittently
Only once
Not applicable
Other (please specify):
What is trying to be achieved?
(Example: book a class, check in, view schedule, etc.)
What are you expecting and what is occurring?
(Please describe what happened and what should have happened)
Investigation Advanced Information Requirements
Basic information our teams will need to investigate your more complex issues quickly.
Client Information
Please profile the name and link to client profile for each client affected
Client's Full Name:
Link to Client's Profile:
Total clients affected:
When did you first notice this?
Date and Time:
What is the frequency this is occurring/you are seeing this?
Select one:
Every time
Intermittently
Only once
Not applicable
Other (please specify):
What is trying to be achieved?
(Example: book a class, check in, view schedule, etc.)
What are you expecting and what is occurring?
(Please describe what happened and what should have happened)
Steps to Reproduce
Please list the exact steps that lead to the issue:
1.
2.
3.
What feature were you trying to use?
Who is affected by this issue?
Select one:
All users
Only admin/staff
Only clients
Specific users (please specify)
Where did you experience the issue?
Walla App (iOS)
Walla App (Android)
Front Desk (Staff)
Widget
Branded App
Are you seeing any error messages?
Have you made any recent changes to your site set up that would affect this feature or contribute to the results we are seeing?
Yes (please specify)
No
Not sure
Were you able to complete this action before?
Yes
No
Not sure
Have you tried any troubleshooting steps?
If yes, please describe steps take.
The Challenge We All Face
When something goes wrong with software, it's frustrating. Your first instinct might be to simply report "it's not working" or "I can't book a class." While this feeling is completely valid, such brief reports actually slow down the resolution process and extend the time you're dealing with the issue.