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Use Settings & Billing → Report a Problem when an issue remains after completing the relevant troubleshooting checks.

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Complete the report

1

Describe the problem

Enter a short title in Problem Summary that identifies the affected feature and symptom.
2

Classify it

Choose Problem Type (Bug (default), Display or Layout, Performance, or Other) and Priority (Low, Medium (default), High, or Critical).
3

Explain what happened

In What Happened?, describe what you did, what happened, and what you expected.
4

Attach evidence

In Screenshot (optional), drop or browse for a JPG, PNG, or WEBP under 2 MB. A preview with Remove screenshot appears before submit; non-image or oversized files are rejected.
5

Submit

Review the report and select Submit Report.
The form automatically includes system info (browser, platform, language, time zone, screen resolution, app version) to help support reproduce the issue. Image attachments must use a supported image format and remain below the displayed size limit. Remove or hide private customer information before attaching a screenshot. Use a screenshot that includes the affected area and visible error while excluding unrelated tabs, notifications, customer details, and credentials.

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Choose severity carefully

Severity describes business impact rather than frustration. A visual problem affecting one page may be low or medium, while calling unavailable for an active campaign may be high or critical.

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Include useful evidence

  • approximate date, time, and time zone;
  • active workspace and affected page;
  • agent, campaign, call, or payment identifier;
  • exact steps that reproduce the issue;
  • expected and actual results;
  • whether the issue happens every time; and
  • checks already completed.
Do not include passwords, sign-in codes, complete payment details, recordings with unrelated personal data, or unedited private documents.

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After submission

A successful message confirms that the report was accepted. Keep the approximate submission time and any related identifiers. If the impact changes, submit updated evidence through your normal support channel and reference the original issue. Continue monitoring the affected page, notification history, and related calls while the issue is investigated. Avoid repeated configuration changes because they can make the original cause harder to identify.

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Write a report that gets answered

Good: “Outbound campaign Diwali-2, Mumbai workspace, 14 Oct 10:30 AM IST - 40 mapped contacts, zero calls placed, status live, credits 2,150, last change reschedule on 13 Oct. Expected first wave by 10:05. Reproduces every refresh.” Bad: “Campaign not working, urgent.” The first gets a same-day diagnosis; the second gets a round of clarifying questions. Attach one screenshot showing the failing state with private data masked, and name the file with date and feature for traceability.

Troubleshoot first

Complete the first checks and collect useful evidence.