Best Practices for Reporting Bugs and Requesting Features for myNuspire, the Nuspire Mobile app, and Nutron AI
When reporting a problem or asking for a new feature, it’s important to provide as much detail as possible. This helps us understand the issue faster and find a solution. This guide will help you understand how best to communicate with us on issues and to know what to include on your support requests.
1. Always Include Key Information
Company and User Information:
Always include your name, email, and the name of your company as it shows in myNuspire or the mobile app.
Bonus points if you include the URL link to your myNuspire profile.
Email addresses help greatly when we are referring to a specific user
URLs:
If the issue is on a specific page, provide the exact link to the page.
Every page inside of myNuspire is one that you can copy and share with another user.
Sending us the URL is by far the easiest and fastest way to put people in the conversation on the same page.
Screenshots:
A picture is worth a thousand words. Whenever possible, include a screenshot.
Make sure the screenshot isn't cutoff and hiding relevant information.
Screenshots will help us resolve your issue faster than requests without them.
Full Error Messages:
When you experience an error, we will need to know the circumstances around when that error occurred:
What you were trying to achive
What browser or platform you're using
Was there an error message that popped up and what was that message
Copy and paste the entire error message if you can.
2. Explain the Problem Clearly
Instead of just saying, "This number is wrong," tell us what you would expect to see if it was correct:
Avoid: "The number of devices is wrong."
Better: “The number of windows devices shown on the Windows dashboard for <Company Name> seems wrong. We think they should have more devices than what is shown. <url>”
Why: This gives us context and helps us trace the issue faster, and serves as the acceptance criteria if we have an idea of what is wrong.
3. Avoid Vague Descriptions
Avoid: "The page is broken."
Better: “When I try to load the settings page (URL: [link]), it shows a blank screen after clicking ‘Save Changes’.”
Providing all the necessary details upfront means your issue can be resolved faster and more accurately. Clear, detailed reports make a huge difference!