Business Solutions. Simplified.

This page is for staff and IT teams raising issues with Simplify. Following it means we can usually start investigating straight away instead of writing back to ask for more detail, which is the single biggest cause of delay on a support ticket.

Before you report

• Reload the page and try the same action once more. A one-off glitch and a repeatable fault need very different responses, and knowing which one you have is useful information in itself.
• Note whether anyone else is affected. "Only me" often points at permissions or settings; "everyone" points at the system.
• If the problem is stopping work right now, say so at the top of the ticket in plain words.

What to tell us

Five things. If you have all five, we can almost always begin work without coming back to you.

• Who hit the problem. The email address the person signs in with, not just a first name. Several people may share a first name.
• When it happened, at least roughly. This bounds our log search. "About 10 this morning" is enough; nothing at all is not.
• Where you were. Which system, and which screen, report or document. A document or order number makes it reproducible.
• What you were doing in the moments before it went wrong. The steps matter more than the description of the result.
• What happened. The exact error text, or what the system produced versus what you expected.

When you see the "Oops!" error box

The grey box reading Something went wrong... is the system telling you it hit an internal error. It deliberately hides the detail so the screen stays readable, which means a screenshot of that box on its own tells us almost nothing - every one of these errors looks identical from the outside, whatever the underlying cause.

The useful part is one click away. Use either of these:

See technical details

Click the link inside the error box. It expands to show the full report, including the error type, the server it happened on, the exact time, and the trace showing where the failure occurred. Select that text, copy it, and paste it into your ticket.

The Share button

The Share button in the same box packages that same report for you, so you can pass it straight into an email or a ticket without selecting anything by hand. It is the quicker of the two options and it is the one we would rather you used, because it captures the whole report and cannot accidentally miss the last few lines.

On some desktop browsers the Share button does nothing visible. That is a browser limitation rather than a fault - if it happens, fall back to See technical details and copy the text manually.

Where to send it

• If your organisation has its own IT team, send it to them first. They can confirm whether other people are affected, rule out anything local, and raise it with us with that context already attached. That is almost always the faster route.
• If there is no internal IT team, send it to Simplify Support at support@simplifycloud.com.
• If a ticket already exists for this problem, reply to that ticket rather than starting a new one, so everything stays in one place.

Paste the report as text rather than as a screenshot of the text. We search it, and we cannot search a picture.

Screenshots

Screenshots are genuinely useful, but only alongside the technical details, never instead of them.

• Include the browser address bar. This is the single most valuable thing in a screenshot. It tells us which environment you were in, and getting that wrong sends us to investigate the wrong system entirely.
• Capture the whole window rather than cropping tightly to the error. The filters, date ranges and groupings visible around the edges are frequently what caused the problem.
• Send the image file rather than a photograph of your monitor where you can.

What slows a ticket down

• A subject line like Error or It is broken. A few words about what you were doing help the right person pick it up.
• Several unrelated problems in one ticket. They are usually handled by different people and one will end up waiting on the other. Raise them separately.
• Continuing a resolved ticket with a new problem. Old tickets are closed and stop being watched.
• The error box screenshot with no technical details, which is the most common reason we have to write back.

Urgent problems

If a system is down, data appears to be lost, or a business process is fully blocked, say that explicitly and do not wait to gather everything above. Send what you have and follow up with the detail. We would rather start looking immediately and ask questions afterwards.

Simplify Solutions