Getting help · How-to
Report a problem or ask us a question
Send the Setvos team a bug, a question, an idea or a billing issue from any screen, add screenshots, and know exactly what is sent with it.
Open the report form
Choose “Report a problem” in the Help menu — the question-mark button at the top right of the screen — or in the menu under your name at the bottom of the side menu. It is also a button on Account settings › My reports, and “Ask a question” at the end of every help article opens the same form.
Say what it is about
Under “What is this about?”, choose “Something is broken”, “I have a question”, “I have a suggestion”, “Billing or payments” or “Something else”. Under “How badly is it blocking you?”, choose from “Minor annoyance” to “I cannot work at all”, so we know how urgent it is.
Describe it
Write a one-line “Summary”. Under “What happened?”, say what you did, what you expected and what happened instead. “Send report” becomes available once both have a few words.
Add screenshots
Press “Attach a file” to add up to 5 files of 10 MB each: pictures, PDFs, or text, CSV and JSON files. A screenshot usually saves a round of questions.
Send it
Press “Send report”. The report gets a number and appears in Account settings › My reports, where our reply reaches you too.
Know what is sent with it
Besides what you write and attach, the report carries your name and email, the workspace it came from with its plan and the modules switched on, your role in it, the page you were on (without anything you searched for), your browser and screen size, the app version and your language. Setvos fills in the plan, the modules and the role from the workspace itself. The report carries no page content.
Common questions
- Who can read my report?
The Setvos support team. Your colleagues do not see it: Account settings › My reports lists only the reports you sent.
- Can I add a file to a report I already sent?
Not from the reply box, which takes text. Send a new report with the file and mention the first one’s number.
- What does a report from the phone send?
Report a problem, from ⋯ on any screen, takes a category, how badly it blocks you, a summary, a description and up to five files of 10 MB. A screenshot of the screen is taken only when you tap it, and you can remove it. With the report go the screen’s address without what you searched for, the app version, your device and your language; nothing is captured automatically. Replies appear in My reports.
Read next
Follow your reports and our replies
See every report you have sent us, where each one stands and what we replied, and answer us in the same conversation.
Let our support team into your workspace
Our support staff cannot sign in to your workspace unless you issue a grant. A grant ends by itself, can be revoked at any time, and every use of it is recorded.
Attach a screenshot when you report a problem
A picture of the screen usually answers our first question before we ask it, so we can help sooner.
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