Issue reporting

A complete guide for users and community managers on reporting issues, managing submissions, customizing module settings, and configuring issue categories.

Reporting issues as a user

• Managing issues
• Managing Your Reported Issues

Managing the service

General Settings

Issue reporting settings

• Issue reporting categories
• Adding a new Category
• Changing /deleting a category

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Reporting issues as a user

To reporting an issue simply:

1. Click + Report an issue
2. Select the corresponding issue category (these can vary in each community as this is something community managers will manage)
3. Add a description to your issue report with important details about your issue. 
4. Include attachments like photos to help the fast resolution of the issue
5. Optional: change the location of the issue. The standard location will be your company / household address. 
6. Send the issue

Managing issues

You will see a table displaying all reported issues you have access to.

• Issues can be public or private depending on the issue category setting. Public issues can be visible for every user of the community. Public issues help in avoiding duplicate reporting of issues.

• In this table you can select to view all public issues (All issues) or only the issues you reported (My issues). 

Managing Reported Issues

For issues you’ve reported:

• Click on the row to view more details.

• You can:

  • Add attachments

  • Leave comments (visible to the assigned user and community manager)

  • Edit your submission via the three dots on the right—this allows you to update the category and description, if needed.

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Managing the service

To access the module settings:

1. Click the cogwheel icon in the top-right corner of the service.

2. You will see two tabs on the left:

   • General Settings

   • Issue Reporting Settings

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General Settings

In this section, you can customize how the service appears in the Discover section:

• Cover Image – Update the visual shown in the Discover card.

• Icon – Choose a representative icon for the module.

• Category – Select the category in which the module will be listed on the Discover page.

You can also control module visibility:

• Pinned – Pin the module to make it visible on the Home page under the Discover section.

• Visible – Unchecking this setting hides the service from users (e.g. for maintenance or updates).

At the bottom of the settings page, you can configure:

Service Visibility: Limit which users or user groups can see the service under the Discover section.

You can assign two types of authorisations with different levels of permissions:

Service Administrators

These users have full control over the service. They can:

• Configure issue categories, generic remarks, issue reporting policy, additional fields, and assignees

• View and manage all reported issues, including:

  • Assigning issues

  • Adding internal comments and attachments

  • Changing issue status

  • Closing issues

• Manage visibility and authorization settings

• Edit general service information (cover image, icon, category, etc.)

Service Editors

These users have limited administrative permissions. They can:

• View and manage reported issues (assign, comment, add attachments, update status, close)

• Edit general service information (cover image, icon, category)

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Issue reporting settings

Here you can change things like:

• The issue prefix - this is a code that we use in order to link reported issues to your community specifically. You usually do not need to set this up, as it will be part of the onboarding journey.
• Custom fields - If you want to catch information that is stored in custom fields directly in the reported issues, you can select them here. The system will pre fill the field with the value that is saved on a company / household level. 
• The Assignee group - users in your community that can be assigned to work on specific issues. This is useful if you would like to give users that do not have community manager permission to work on issues, such as service providers. 
• General note - This message will appear on the main issue reporting page, visible to all users.
• Issue policy - This text appears at the top of the issue reporting form in a yellow box. Use it to communicate guidelines, rules, or important information relevant for reporting issues.

Issue reporting categories

Here you will see a breakdown of all the issue categories within your community. There are a few important things to consider in the overview:

• 👁️ Eye icon: The category is public—issues reported under it are visible to everyone in the community.

• 🚫 Eye with a slash: The category is private—issues are only visible to the reporter, assignee(s), and community managers.

• 🔧 Wrench icon: Statuses are enabled for this category.

• ⓘ Info icon: A note has been added to this category. The note appears when the user selects this category while reporting an issue.

• ⭐ Star icon: Ratings are enabled for this category. Users can rate the service provided after the issue is marked as resolved. We recommend using this feature for quality measurement purposes of service providers.

Adding a new Category

To add a category, you can click + Category in the bottom. 

1. Language selection - Click the flag icon at the top to choose the language. Categories must be created in every language supported by your community.
2. Category name - Enter a clear and concise name for the category.
3. Note (optional) - Add a short description or instruction. This note is only shown when users select this category while reporting an issue.
4. Select issue category - If this is a subcategory, select its main category from the dropdown.
5. Visibility:
   1. Private - Issues are only visible for the assignees, users of the reporting company / household and community managers. 
   2. Public - Issues are visible for all users in the community.
6. Default assignee: Select the user responsible for handling issues in this category. This person must be part of the Assignee Group (set in General Settings).
7. Enable statuses: Choose whether you want to use status tracking (e.g. Open, In Progress, Resolved).
8. Status change: Decide if users are able to change the status of the reported issue to resolved. 
9. Enable ratings: Let users rate  the service provided after the issue is marked as resolved. We recommend using this feature for quality measurement purposes of service providers.
10. Inactivity reminder: Set reminders for users if additional information is needed and they haven't responded.

Changing / deleting a category

To edit an existing issue category:

1. Click the three dots (︙) on the right-hand side of the category you want to change.

2. Select Edit from the dropdown menu.

You will be taken to the category settings. The steps for editing are the same as when Adding a new Category.

Similarly you can delete a category by selecting Delete from the dropdown menu.