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Who uses this: Anyone using FieldPulse who needs to report a bug or ask for a new capability — both requests go through chat support. Availability: All regions.
Chat support is where both kinds of request start, and where yours goes next depends on what it is. A bug — a flaw that causes FieldPulse to behave in unintended ways — becomes a technical support case. An idea for how to improve or expand FieldPulse becomes a feature request. In both cases your FieldPulse contact creates a case on your behalf, so the team works directly from what you described.

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Overview

Chat support is the entry point for both request types, and each one goes to a different team: a technical support case goes to the support team, and a feature request goes to the product team. Knowing which one you have helps your request reach the right people. The sections below cover how to submit each one. Whichever one you are submitting, give clear and thorough information, especially about your specific use case. That detail is what lets the team identify and resolve an issue effectively, and what lets the product team check that a potential feature aligns with your needs and expectations.

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How it works

Each request type has its own path from chat support to an open case.

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Reporting a bug as a technical support case

Submit a technical support case when you encounter a bug while using FieldPulse. A bug is a flaw in the system that causes it to behave in unintended ways. Use chat support to discuss the technical support case. Describe what happened with clear and thorough information about your specific use case, because that is what lets the team identify and resolve your issue effectively. Your FieldPulse contact creates the case on your behalf so the team can work directly with the information you gave.

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Requesting a feature as a feedback request

Submit a feature request — also called a feedback request — when you have an idea for how to improve or expand FieldPulse. Use chat support to discuss the request, and describe your specific use case clearly and thoroughly so the team can confirm that any potential feature aligns with your needs and expectations. Your FieldPulse contact creates the case on your behalf so the product team can work directly with the information. After the case is open, you receive email updates about any comments or status changes on your feature request. The team might also reach out with additional questions, ask for examples from your past experiences, or ask for your feedback on product requirements and mock-ups.

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FAQs

What’s the difference between a feature request and a technical support case? Submit a feature request when you have an idea for how to improve or expand FieldPulse — it is about the product you want. Submit a technical support case when you encounter a bug, a flaw in the system that causes it to behave in unintended ways — that one is about the product you have.

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Still need help?

Contact the FieldPulse support team at support@fieldpulse.com or use the chat feature in the bottom-right corner of your screen. For phone numbers and support hours by region, see How to Reach FieldPulse Support.