When requesting support, providing detailed and specific information allows our support team to resolve your issue as efficiently as possible. You can contact support through your shared Slack channel or by emailing [email protected].

Information to Include

Please include the following details, when applicable:

1. Candidate Name

   Clearly state the full name of the candidate experiencing or associated with the issue.

2. User Experiencing the Issue

   Provide the full name and/or email of the user encountering the problem.

3. Interviewer Name

   Include the full name of the interviewer involved.

4. Page or URL of the Issue

   Identify the exact page or provide the URL where the error or issue occurred.

5. Description of the Issue

   Clearly describe the issue, including what you expected to happen versus what actually occurred.

6. Troubleshooting Steps Already Completed

   Outline any troubleshooting you have attempted so far (e.g., refreshing the page, clearing cache/cookies, using a different browser).

7. Relevant Dates/Times

   Include the approximate time the issue occurred and any other dates or times that may be helpful for our team to troubleshoot.

8. Screenshots or Screen Recordings

   Attach screenshots or screen recordings demonstrating the issue. These visual aids significantly assist in quickly diagnosing the problem.

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Example Support Request

Candidate Name: Jane Doe

User Name: John Smith ([email protected])

Interviewer Name: Emily Davis

Page/URL: https://app.modernloop.com/interview/schedule

Issue Description: Unable to schedule interview. Clicking the "Confirm" button results in a blank screen.

Troubleshooting Steps Completed: Cleared browser cache, tried in incognito mode, and tested on another browser.

Date/Time: April 8th, 2:05PM PDT

Attachments: [Screenshots/recording of issue]

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Additional Best Practices:

• Use Threads in Slack: When providing additional information about an existing issue, always reply within the original Slack thread to keep context organized.
• Create a New Thread for New Issues: If you're reporting a new or different issue, start a new Slack thread to maintain clarity and facilitate quicker responses.
• Link to Relevant Previous Issues: If the issue you're reporting appears related to or similar to a previous ticket, include links or references to those prior conversations to provide additional context.

Following these guidelines helps us provide you with timely and accurate assistance. Thank you!