Getting the Best from ClickHome Support
Applies to: all ClickHome clients, guidelines for submitting effective support requests
We want to help you get the most from ClickHome and resolve problems as quickly as possible. The guidelines below will help improve the support process for everyone.
Authorised Support Contacts
Support requests must come through an authorised contact at your organisation. This ensures we do not provide sensitive system information to staff who are not permitted access, or to unwanted third parties. Keeping authorised contacts to a small number of key people also allows us to build better relationships and provide support more quickly and effectively.
From time to time we may need to involve an end user, such as when a problem only occurs for specific users or we are unable to replicate it. In these cases, the support request should still come from the authorised contact, and we will keep both parties informed on progress.
Email, Phone or Portal
We provide telephone support from 7:00am to 4:00pm AWST. If your request is anything more than a quick question, we will create a ticket to track progress. When a ticket is created, it will be sent to you so that follow-up details such as error messages and screenshots can be added easily.
If we receive a support request without sufficient detail, we will follow up asking for more information. This gives you the opportunity to gather details from other affected users. For newer ClickHome users this process may seem involved at first, but it saves time overall and helps us resolve requests more quickly.
Support or Consulting
Our support team helps you use ClickHome and resolves potential or actual problems with the software. Support requests are along the lines of "How do I...?" and are covered by your annual support and maintenance at no additional charge. Requests along the lines of "Please do this for me" are consulting.
- For support questions, we will provide instructions, links to the online user manual, or a quick introduction over the phone to get you started.
- For more in-depth or formalised training, we will refer your request to the consulting team to arrange an on-site or online session for you and your team.
- For configuration work, the support team will forward your request to the consulting team for a quote before any implementation work begins.
Helpful Information to Include
To help us understand your request and provide the best solution, please include the following where relevant:
- A clear description of the problem, including any background information that may not be obvious to someone outside your organisation.
- What you want to happen — knowing your desired outcome helps us find the right solution, whether it is a bug or a configuration question.
- The severity and any deadlines: is it affecting one user or everyone? Is it preventing critical work such as a supervisor being unable to send callups? This helps us prioritise effectively.
- Specific details such as job numbers, affected users, tasks, documents, inspections, or client names. Copy and paste where possible.
- Screenshots and full error messages. See the sections below.
Screenshots
A screenshot can provide a lot of context and save time following up for more details. When taking a screenshot, please capture the entire ClickHome screen rather than just a small section. A screenshot of only the error message misses important contextual information visible on the rest of the screen.
How to Take a Screenshot on Windows
For guidance on taking a screenshot in Windows, refer to this guide: How to Take a Screenshot in Microsoft Windows. You can take the screenshot and paste it directly into your email when submitting the ticket.
A good screenshot should look like this:
How to Take a Screenshot on iPad
For guidance on taking a screenshot on an iPad, refer to this guide: How to Take a Screenshot With an iPad.
Error Information
When ClickHome reports an error, it includes detailed technical information that helps explain the likely cause. Including this information makes it much quicker for the support team to assess the root cause and advise on a fix. A screenshot of the error is useful, but we need the full detailed error text as well.
To copy the full error details: click the Show Details button, click inside the detailed text box, then use Ctrl + A to select all and Ctrl + C to copy. Paste the text into your email when submitting the ticket. Alternatively, click the Report This button to send the error report directly to the ClickHome Support team.
