Reporting problems and questions: how it works and what happens to a report

When something does not work or you do not know how to do something, report it without leaving the app. The report already includes information that shortens the clarification, so you do not need to describe screens or version numbers.

How to report a problem

1. Open the "Help" menu (the question mark icon in the top bar) and choose "Report a problem". You can do the same with the Alt+Z shortcut or in the command palette (Ctrl+K).
2. Enter what you wanted to do and what happened, and choose the urgency: low, normal, high or "Blocks my work".
3. Optionally tick "Attach a screenshot". You take the screenshot only after granting permission in the browser, or you can pick your own image file (PNG, JPEG or WebP up to 1.5 MB).
4. Click "Submit report". You will get a number, e.g. ZG-0012, and a confirmation by email.

What we include automatically

• the screen you were on (the path only, without data from the address),
• your role in the organisation and the active company,
• the app version and browser,
• the features enabled for the organisation,
• recent application errors with request IDs.

Report statuses

• Received: your report has reached us.
• Investigating: we are checking what happened.
• We need information: we have asked a question, please reply in the conversation.
• Being fixed: we have found the cause and are working on a solution.
• Resolved: the matter is dealt with; you will see a short explanation of what the cause was and how to avoid it.
• Cannot be fixed: we cannot change this in its current form; you will find an explanation in the report.

Where to check the answer

You will find all your reports in the "Help" menu, under "My reports". There you see the status, the conversation with the team and the explanation after closure. You will learn about a status change and a new message from an in-app notification and from email. If the problem returns after it has been resolved, reply in the same report and we will reopen the case.

Only you and the Zaksio support team can see your report. If resolving it requires an action in your company, it will appear in the Team inbox for approval: we change nothing in your data without your consent.