Information to Provide Support
When contacting the Tonkean Support team (either in-app through Intercom or by email), it's helpful to gather a few things to better enable Support to address your issues.
Use the list below as a basic checklist of things to provide Support, where relevant to your issue:
Screenshots of error messages, if provided
Links to the specific module flow run in Module Events History
Solution and module name where you're experiencing the issue, as well as links to the relevant module
Video recordings of the issue or behavior
Background information or context for the issue (for example, what change you made in the module that resulted in unexpected behavior, or the connection of a new data source that caused an error):
When did the issue start?
How long has the issue been ongoing?
Has the issue or error occurred previously?
What changes, if any, were made prior to the issue occurring?
Priority of the affected workflow or experience relative to your org's business process—that is, is this workflow critical to your daily operations? Are you blocked from completing important tasks?
All of this information, when it's available, can be incredibly valuable to the Support Team, and can help them address and resolve your issue more quickly.
Remember that you can perform some basic troubleshooting on your own, especially for basic browser-related issues. See Basic Troubleshooting for more information.