Report a problem
Before you raise a support ticket please check common issues. Some things that look like faults may just be the tool doing its job.
What to put in it
- What you were doing. The surface you were on, the two languages and where in the conversation it happened.
- What you expected. One sentence.
- What happened instead. One or two sentences. If there was a note beside the turn, what it said.
- When. The date and roughly the time, so we can find it in the logs.
You do not need to diagnose it. A description of what you saw is more useful than a theory.
What not to put in it
Include nothing identifying the person you were supporting. No names, addresses, case references, dates of birth or screenshots containing any of those details. Describe what the tool did. If we need to look at a specific conversation we will arrange that through your organisation.
What happens next
We read everything, and we aim to reply and solve your query the same working day. A missing or inaccurate transcript, or a translation that was fundamentally wrong, comes first.
If it is urgent
If a conversation is happening now and you are not confident the person is being understood, stop using the tool for it and revert to standard protocol. Then tell us. No support process should be the reason a conversation carried on past where it should have stopped.
Report it from inside InMyWords
Tickets are logged in the application itself. If you're signed in when you do this, your account, organisation and the build you're working on are attached automatically. That means we don't need to ask you basic questions before we can start looking.
Not a user, or cannot get in? Email us instead and we will pick it up from there.