Aqvori

Report an issue from inside Aqvori

Tell us what broke or what you need, with a screenshot and files, and follow the answer in My reports.

When something breaks, or you need something changed, report it from the page where it happened. Your report reaches us at once, with a picture of the page and the details we need, and our answer comes back to you inside Aqvori. No spreadsheet, no separate email thread. Anyone with a login can report an issue.

Everything you send stays on the report itself. You can add messages and files to it later, so a first report does not have to be perfect.

Part 1Open the report form

Top right of every page in Aqvori

  1. Stay on the page where the problem happened. Do not navigate away first; the screenshot in Part 2 shows this page.
  2. At the top right, press Report an issue (the flag icon). A small menu opens with two choices: Report an issue and My reports.
  3. Choose Report an issue.
The Report an issue button with its menu open
The Report an issue button at the top right, with its menu open. My reports is where every past report lives.

Part 2Say what happened; the picture is already taken

The Report an issue dialog

  1. In the text box What happened, or what do you need?, write it in your own words. This box is required. No need to type a client's name: we see the page you were on.
  2. A picture of the page is taken for you the moment you choose Report an issue. Drag over anything private to blur it (on a phone, drag with your finger). If you blur too much, press Undo last blur. If you would rather not send a picture at all, press Leave it out.
  3. The line "Aqvori support may see this screenshot to fix the issue." is ticked for you. Untick it, or press Leave it out, to send no picture. It is deleted 90 days after the report closes.
The dialog with the text box filled in and the page screenshot taken
The dialog with the text box filled in and the screenshot taken. "Drag over anything private to blur it."

Part 3Attach files, then send

The lower part of the same dialog

  1. Press Attach files, or drag files onto the dialog ("or drop them here"). You can attach:
    • pictures: PNG, JPG, GIF, WebP, HEIC
    • screen recordings: MP4, MOV, WebM
    • PDF, Word, Excel and PowerPoint files
    • plain text or log files
    Each file can be up to 25 MB, and you can add up to 10 at a time. Each attached file shows as a chip you can remove before sending.
  2. Anything else is refused by name, and the report still goes through. You can add files later from My reports.
  3. Press Send. To back out, press Cancel.
The lower part of the dialog with two attached files, Cancel and Send
The lower part of the dialog: the screenshot tick, Attach files with two attached file chips, then Cancel and Send.
You do not have to describe the technical details. Every report also sends the page you were on, the app version, your browser, recent error messages and the last messages shown on screen. So the red message that flashed and disappeared is captured even when it is gone.

After Send, the dialog says "Thanks, we have it." Press Close, or Open My reports to see your report.

Thanks, we have it, with Close and Open My reports
"Thanks, we have it." Press Open My reports to follow it.

Part 4Follow the answer in My reports

Report an issue menu > My reports

  1. Each report shows a status chip: New, In progress, Waiting on you, On the roadmap (we plan to build it and will tell you here when it is ready), Done or Confirmed.
  2. Under the chip are the picture you sent and the conversation: your own messages (You), replies from Aqvori support, and the files on either side.
  3. A bell notification arrives whenever we reply or change the status, and an email too, depending on your notification settings. Both open that report. When we are waiting on you, the flag at the top shows a count and that report comes first.
  4. When a report is Done, refresh the page, try it, and press That worked. Still not working? Press Still not working? Tell us: your message reopens the report.
The My reports page with a report, its status chip and the conversation
My reports: a report with its status chip, file chips, a message from You and a reply from Aqvori support, each with a file.
If your role has Org Settings at Open, My reports has a second tab, Everyone in the organization, with every report from your organization.

Part 5Add a message or files to a report

My reports > the report

  1. Press Add a message or files. When we have asked you something, the button reads Reply (we are waiting on you) instead.
  2. Type your message, press Attach files if you have more to show, then press Send. Files alone count as your answer too. Press Cancel to close the box without sending.
The reply box open on a report, with text, a file chip, Send and Cancel
The reply box: text, Attach files, a file chip, Send and Cancel.

Part 6What makes a good report

Before you press Send

TroubleshootingIf something does not work

"This type cannot be attached"
Use one of the types listed in Part 3. A phone photo of the screen works too.
"The screenshot could not be taken"
Send the report without it, and attach a photo or a screen recording instead.
"Larger than 25 MB"
Trim the recording, or send only the key part.
"I sent it from My reports and do not see it"
It appears at the top of the list. If it is not there, refresh the page.
Questions? Reply on the report itself; every message reaches us at once. Support: support@aqvori.com.