Skip to main content

Support Requests

When something isn't working, you have a question, or you have an idea for SOPHIE, send a support request. It goes to the SOPHIE team, and the whole conversation (their replies, your answers and the request's status) stays in your Inbox, so you never have to dig through email to find where things got to.

Send a support request​

  1. Click CREATE in the header bar and choose Support request.
  2. The New support request panel opens. Choose how to fill it in:
    • Structured: fill in the form yourself.
    • Ask SOPHIE: describe the problem in your own words and let SOPHIE draft the request for you.

Fill in the form yourself​

  1. Choose a Category:
    • Bug: something's broken or erroring.
    • Question: how-to or usage help.
    • Feature: a request or idea.
    • Billing: subscription or payment.
  2. For a bug, choose a Severity: Critical, High, Medium or Low.
  3. Enter a Subject, a short summary of the issue (at least 3 characters).
  4. In Description, say what happened. Include the steps you took, what you expected, and anything specific you saw.
  5. Under What's this about? (optional), search for the Standard, task or FIX List item the request concerns, so the team can see exactly what you mean.
  6. Under Attachments (optional), click Attach files to add screenshots or other files.
  7. Click Submit request.

You'll see Support request submitted: "We'll follow up in your Inbox."

Let SOPHIE draft it​

  1. On the Ask SOPHIE tab, under Tell SOPHIE in your own words, describe what's going on. For example: "The scoreboard targets show as blank in Power Hour even though we set yearly goals. Started this morning for everyone on the team."
  2. Click Draft with SOPHIE.
  3. If SOPHIE needs more detail, she asks A couple quick questions. Answer what you can (even partial detail helps) and click Draft with answers.
  4. SOPHIE fills in the form for you and switches back to it. Review each field, change anything that's wrong, and click Submit request.

Follow the conversation in your Inbox​

Every support request appears on the Support tab of your Inbox. Open one to see:

  • Its status, with a line explaining what it means:

    StatusWhat it means
    ReceivedYour request is in. The team will follow up right there.
    In reviewThe team is looking into it.
    ResolvedIt's been dealt with. Reply if anything's still open.
    ClosedIt's been closed. Reply to reopen the conversation.

  • The conversation: messages from the SOPHIE team and your replies, each with who sent it and when.

  • What it's about: the Standard, task or FIX List item you linked, if any.

When the team replies or the status changes, SOPHIE updates the request in your Inbox, so it shows up as new.

Reply​

Type in Write a reply… at the bottom of the request and click Send. Your reply goes straight to the team. You can reply at any time, including on a resolved or closed request.

See requests from your colleagues​

The Support tab also lists requests other people in your practice have sent, with the name of the person who sent each one. That way you can see a problem has already been reported and follow how it's going, rather than reporting it again.

Someone else's request is read-only for you: you can read the conversation and mark it read, but only the person who sent it can reply. If you have more to add, send a request of your own and mention theirs.

The feedback button​

Some practices also have a round feedback button in the bottom-right corner of the screen. It opens Send Feedback, a quick form with a Category (Bug, Feature, UX or General), a Title, Details, a Severity and an optional screenshot. You can paste or drop a screenshot straight into it. Feedback sent this way also goes to the SOPHIE team.

Good to know​

  • The more detail, the faster the fix. Steps to reproduce, the page you were on and a screenshot save a lot of back and forth.
  • Ideas are welcome. Feature requests feed into what the team builds next. You can also suggest and vote for features publicly on the What's New page.
  • Is it just you? If SOPHIE seems slow or down for everyone, check the status page first.
  • Old links still work. Links in older support emails take you to the request on your Inbox's Support tab.
  • Email us. You can also reach the team at support@hisophie.ai.