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How to use The BOS Help Desk

How to report an issue

There are two methods to report an issue:

  • Use the support email address (available upon request) to email details of your issue. Anybody you include in the CC line will also be attached to the issue (maximum 5 CC addresses) and everyone will be emailed with updates on the issue
  • Use the support form (available upon request) to fill out details of the issue. 

We don't publish the support address and support forms publicly to prevent spam

Tips for reporting an issue

To ensure the issue gets resolved as quickly as possible please include the following information, where it makes sense:

Steps to reproduce

This is a list of how to reproduce the issue. For example: "Open mega report, filter by month, click on the popup for last months revenue"

Expected output vs. actual output

If a number doesn't match what you are expecting then please include both values. For example: "I expect that I would have 3 new clients today but it's only showing two"

Break it down to it's smallest unit

If your 'new clients' is lower than expected this month, then break it down by day and find a day that is unexpectedly low. This means we can focus out search to find the issue faster

Include screenshots of external systems

If the invoice details in The BOS don't match your Nookal Invoice then include a screenshot of how the invoice looks in Nookal. We don't have access to your Nookal account so we can't check that ourselves.

Separate problems should be separate issues

If you have two unrelated problems you should log each one as a separate issue. This way each problem can be assigned to the appropriate support technician.

CC other users

If emailing an issue you can add up to 5 users in the CC field. Each of these users will be notified whenever there are updates on the ticket. Please consider the following:

  1. Do not add any BOS Developers or BOS Technical Support staff as they will be interacting with the ticket directly. For example: Isaac should be be CC'd on the ticket
  2. You can add other non-technical BOS staff. For example if Tobias is involved in the issue then he can be added (or we will manually add him as required)
  3. Consider keeping the number of staff involved to a minimum. It's often better to have one person from 'your side' handling this issue and feeding back to all stakeholders in a language they understand.

 

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