How to report a problem with an order to support
- Gebruiker
- Admin
Report a problem to support when an order, a list or the validation screen does not behave as these pages describe. Send the inquiry id, the exact message and a screenshot. With those, support finds the inquiry and sees what you saw without asking you again. Hyperfox has no support button or form in the app, so you report by e-mail.
Check before you start
- First, look at the header of Hyperfox. Notices in the header lists what the header can show. A service message under the header announces a notice for every customer, such as planned maintenance. To read it, click Details. If A new version is available shows, save your work and click Refresh now. Then try again before you write.
- If the question is about how Hyperfox is set up for your organisation, ask your admin. That covers users, the columns of the lists, channels, routes and reference data. Support, at [email protected], answers the rest.
Find the inquiry id
Support finds an inquiry by its id. One inquiry id covers every order of the inquiry.
- While the inquiry is in Processing, click its Id in Processing. The column shows the last six characters of the id. The click copies the whole id, and the copy icon turns into a check mark. An inquiry you open from Processing shows the same Id under Order inquiry.
- When the inquiry has left Processing, open it from To validate or Archive. Copy the part of the address in your browser that follows
/validate/or/archive/, up to a?if there is one.
Inquiry # in the validation screen is not the inquiry id. Inquiry # shows a number of the active order itself, such as its order number or customer reference. Support cannot find an inquiry by that number alone.
Write to support
- Copy the message Hyperfox shows, word for word. For example, copy the red message under the order tabs or the text of an error.
- Note what you clicked just before the problem appeared, and the time.
- Take a screenshot of the whole pane the problem is in, not only the field.
- Send an e-mail to [email protected] with:
- The inquiry id.
- The time the order arrived, from Received at in Processing or from the e-mail itself.
- The message, what you clicked and the time.
- What you expected and what you see instead.
- The screenshot.
What to add per kind of problem
- Hyperfox read a field or a line wrong: the field or the line, and what the document says there. The fixes start from Hyperfox read this order wrong: find the page that fixes it.
- An inquiry stays in Processing or never arrived: the Status of the inquiry in Processing. An e-mail that never arrived has no inquiry id. For that e-mail, send the sender, the address it was sent to, the time it was sent and its subject. The checks are in An order stays in Processing or never reaches To validate and An order did not arrive in Hyperfox.
- A validated order is not in your ERP: the customer reference or order number, and the customer. Also add the day and time you validated the order, and its status in Hyperfox. What each status means is in I validated the order, but it is not in my ERP.
- You cannot sign in: there is no inquiry id. Send your e-mail address, the address you open Hyperfox with, the exact message and the time it appeared. You can't sign in lists the checks.
After you write
Hyperfox shows no ticket or status for your report in the app. The answer comes from support. If a problem affects every customer, Hyperfox can announce it as a service message under the header. The message shows the time it went online. If known, the message also shows the time the problem is expected to last until. The release notes list the changes to Hyperfox.