Help Center

Overview

The CRM platform provides an integrated system for you to submit feedback or report technical problems directly from within the application. To help support teams understand and resolve your issue more effectively, the process for attaching files has been updated. When you use the "Click to upload" button while creating a support ticket, the system will now automatically take a high-resolution picture of your entire screen. This provides the support team with immediate visual context about what you are seeing.

How to Submit Feedback or a Bug Report

Follow these steps to submit feedback or report a technical issue:

Navigate to any page within the CRM.
Click the Help & Support icon, which is located in the top-right corner of the screen.
From the menu that appears, select Raise Ticket to begin the process.

Routing Your Request to the Correct Team

After you start a new ticket, the system will ask you a few questions to ensure your request is sent to the right team. You should:

Select Technical Support as the ticket type.
When prompted, choose the appropriate scope for the issue, such as Within a Sub-Location.
Select the specific product area related to your problem, for example, Calendars, Automation, or Conversations.

Once you have completed these steps, the detailed issue submission form will open.

What's New: Automatic Full-Screen Capture

The key enhancement to this process occurs when you add an attachment. When you click the Click to upload button on the submission form:

The system instantly captures a high-resolution image of your entire screen.
This capture happens automatically as soon as you initiate the upload.
You do not need to take any extra steps or change any settings.

This action happens in the background, and the resulting screenshot is attached directly to your ticket.

How the Screen Capture Works

The automatic capture is designed to be straightforward:

It is triggered exclusively when you click the Click to upload button.
The image captured includes your entire screen display, not just the CRM application window.
The first time you use this feature, your web browser may display a permission prompt asking for access to capture your screen. You must allow this permission for the feature to work.
Once permission is granted, the capture and attachment process completes automatically.

Confirming the Screenshot is Attached

After the screen capture is successful, you will see confirmation within the submission form:

The screenshot will appear as a file in the attachments section.
A visual indicator will confirm that the file has been added successfully.
This image will be sent to the support team along with the text of your report.

Why This Improvement Matters

Automatically capturing your full screen provides significant benefits:

It reduces the number of follow-up questions needed from the support team.
It speeds up the investigation and resolution of your issue.
It captures the full user interface context, which a manually taken partial screenshot might miss.
It improves the accuracy of diagnosing complex or visual problems.

What Has Not Changed

This update only affects the attachment process. The following aspects remain the same:

The method for starting a feedback or bug report.
The location of the Click to upload option.
User roles, permissions, and access levels.
Your ability to manually upload other files, such as documents or images from your computer.

Frequently Asked Questions

Does the screen capture happen automatically?

Yes. The capture is triggered automatically the moment you click the Click to upload button.

What part of the screen is captured?

The system captures your entire screen at a high resolution.

Can I choose to capture only a specific window?

No. The feature is designed to capture the entire screen to provide the most complete context for the support team.

Is this feature only for bug reports?

No, it works for both feedback submissions and technical issue reports whenever you use the Click to upload button.

How to Submit Feedback or Report a Bug in CRM