How to Raise a Support Request

If you face any issues or have queries regarding app building in Clappia, here's how to request support:

Request Support Options

The Request Support button is available directly on the dashboard at the top right corner. 

Click on it to view multiple support options:

• Raise a Support Request
• Chat with a Person
• Chat with AI Assistant
• Schedule a Call
• Ask the Community

Each option is explained in detail below.

Raise a Support Request

This option enables Clappia's support team to gain temporary access to your Workplace and the specific apps you need help with. This allows the team to directly review your configurations and identify issues. You can provide a detailed description of the issue through a form, along with screenshots for additional context. Access granted to Clappia support is strictly temporary and will automatically be removed 7 days after the issue is resolved, or you can manually revoke it at any time.

1. Log In: Click on the Request Support button on the dashboard and select “Raise a Support Request” or go to a specific app and do the same if the issue is app-related.
2. Go to Design App: If the issue concerns a particular app, select the app, click on Request Support located, as mentioned earlier, at the top right corner (note: this is for workplace managers or app builders only, not for regular users). Then select Raise a Support Request from the dropdown.
   

3. Fill Out the Form: A Pop-up form will appear. Select the issue, describe it in detail, attach any relevant screenshots or recordings for clarity, select the acknowledgement, and click on submit request.
   

‍

4. Temporary Access: Once you submit, Clappia’s support team will gain temporary access to your app to assist you. The app will be automatically assigned to the support team. “Clappia Support” will be added to your workplace and the corresponding app. You can check it in either Workplace Settings on the left panel or in the app go to Design App > Distribute.
   An email notification will be automatically sent to Clappia’s support team as well.

Note: If Support Request is raised from the dashboard itself and not the app, Clappia Support will only be added to the workplace and not to the concerned app if any.

‍

5. Handling Sensitive Data: If your app contains sensitive data, you can create a clone of your app and raise a request for the cloned version instead. This ensures that your data remains private while the support team reviews your app’s design and configurations. In case you have any interlinked apps using the ‘Get Data from other apps’ block, ensure you request support for that app as well. If a clone is done for the main app, ensure that you enable cloning for master apps (during cloning of the main app) as well if that has sensitive data, else you can simply raise a request from the other app without cloning it.

‍

6. Post-Resolution: After resolving the issue, you’ll receive an email confirmation. Remember to remove the support team’s access by going to Workplace Settings and following the steps to remove the user. If you don’t remove access, the access will automatically be removed for you after 7 days.

Email Notifications & Ticket Updates

When you raise a support request, Clappia’s system automatically generates a ticket ID and sends you an email containing:

• The ticket number (for reference in all future communications).
• A summary of the issues or queries you submitted.

What Happens Next

• Ticket Assignment: The support team assigns your ticket to a relevant expert who begins investigating the issue.
• Progress Updates:
  • If additional information is required, you will receive an email asking for details. This may include scheduling an online meeting or a quick call to discuss the issue further.
  • If the issue is resolved, you will receive a closure email with the resolution details, possible causes, and any suggested workarounds.
  • If the request is invalid or cannot be processed, you will be informed with reasons or alternatives.
  • In cases where a fix is planned for a future app update, you will be notified of the expected timeline.

Replying to Emails

You can reply directly to any support email you receive. Your responses will be added to the same ticket, ensuring smooth communication and quicker resolution.

‍

Chat Options

Use this option for quick queries or real-time assistance. You can now chat with an AI assistant trained on Clappia’s help guides, videos, and feature documentation, or connect directly with Clappia’s Solutions Team for personalised support.

You can also click on the blue circle at the bottom left of the dashboard to open a chat window.

Note: The chat bubble’s position, color, and visibility per workplace can be customised upon request.

Chat with a Person

From the Request Support dropdown at the top of the workplace, choose Chat with a Person to reach Clappia’s Solution and Support Team.

A chat window opens that connects to the team where you can send a new message or view previous conversations under the Messages tab.

Chat with AI Assistant

From the Request Support dropdown at the top of the workplace, choose Chat with AI Assistant for instant automated help.

Opens a separate AI chat window. The assistant can help with app setup, field logic, workflows, and other platform-related queries. You can also simply click on the chat bubble on the bottom left corner to get started.

‍

Schedule a Call

This option lets you book a one-on-one meeting with Clappia’s Support team. You can select a convenient date and time, specify your requirements, and even invite additional participants to the call.

1. Select "Schedule a Call": From the Request Support dropdown at the top of the workplace, choose the Schedule a Call option.
2. Calendar Window: A calendar window will appear where you can select a date and time based on the team’s availability.
3. Provide Details: Fill in your details, requirements, and add guests if needed.
4. Confirmation: Once scheduled, you will receive a confirmation for the meeting.

Ask the Community

This option redirects you to Clappia’s community page, where you can post questions and interact with other users and Clappia members. It’s a collaborative space to find solutions and share insights.

1. Select "Ask the Community": From the Request Support dropdown at the top of the workplace, choose the Ask the Community option.
2. Community Page: You will be redirected to Clappia’s community page, where you can post your questions.
3. Community Interaction: Clappia members and other users will respond to your queries, helping you find solutions collaboratively.