Start with the exact place where it broke
Open the matter, template, queue or admin area where the issue showed up and note the exact screen name. If the problem affects one user only, say which role they were using, such as attorney, paralegal or firm admin. That small detail often changes where the issue sits in the workflow.
Include the firm name, branch, and the affected matter reference if there is one. If the issue touches evidence or document assembly, mention whether it happened during upload, review, merge or export. The more precise the location, the cleaner the triage.
List the steps that led to the fault
Support can trace a problem much faster when the steps are written out in order. A short sequence is usually enough, especially when the same action fails each time. If you only noticed the result after a few clicks, write those clicks down too.
- What you clicked first
- Which document, matter or queue was open
- What you expected to happen
- What happened instead
- Whether it happened once or every time
If the issue is intermittent, mention the last time it worked properly. That helps show whether the fault is tied to a recent change, a user permission, or a specific record.
Add the message, screen and timing
When a system message appears, copy it exactly as shown. If there is no message, say that too. A screenshot is useful, but even a typed note of the wording helps when the error disappears before the issue is reviewed.
Timing matters when a queue, template merge or import fails part way through. Include the date and approximate time, plus whether the user was on office Wi-Fi, mobile data, or a managed network. In a few cases, a browser refresh changes the result, so note that as well if it happened.
Tell us what data or files were involved
Some faults are tied to a single template, a file type, or a specific matter record. Mention the document name, upload type, file size if you know it, and whether the file contained scanned pages, images or tracked changes. If the issue touches evidence imports, note the folder structure used and whether any items were renamed.
- Template name or matter pipeline stage
- File type and approximate size
- Number of items involved
- Any missing pages, duplicates or blank previews
- Whether the issue affects one record or many
If the problem involves security settings or access control, say which user group should have had access and what they could not see. That helps separate a permissions matter from a file problem, and keeps the review focused.
If the issue affects deadlines or live work
Some faults interrupt active court preparation, client correspondence or review queues. If the problem blocks a deadline, say so clearly and note the matter stage. That helps the support team judge whether the issue sits in a document, workflow or permission layer.
For live work, include what was at risk: a draft bundle, a filing pack, a review queue or an import due for checking. It is also worth noting if the same issue appeared on another matter, because that can point to a template pattern rather than one isolated record.
What to include when you log the issue
Use the enquiry form on our contact page and add the details in one clean note. A plain list works best, and it keeps the report easy to scan. If there are screenshots or exported files, mention that they are attached so nothing gets missed.
- Your name and firm
- Branch or office location
- Matter reference, if relevant
- Exact screen or module name
- Steps taken before the fault
- Any error text or screenshot
- Whether the issue affects one user or several
POPIA handling remains part of the environment around your data, so avoid sending unnecessary personal information in the body of the note. Keep the report to the issue itself, the affected record, and the practical details needed for triage.
