Which details you should deliver when opening support ticket

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If something’s not working right in the Repsly mobile app, don’t worry — we’re here to help. The best way to get support fast is by submitting a detailed support ticket. Here’s how to do that, step by step:

 Step 1: Gather the Right Information

Before you reach out, could you take a few minutes to collect all the necessary details? Providing this upfront will save time and help us resolve your issue faster.

What to include:

  • Your Information

    • Your full name and email address (the one linked to your Repsly account).

    • Mention if you’re a field rep, manager, or admin — it helps us understand your role.

  • Your Device

    • Let us know if you’re using an iOS or Android phone or tablet.

    • Mention the make and model (e.g., iPhone 13, Samsung Galaxy A52).

  • App Version

    • Open the app, tap your name in the menu, and find the version number at the bottom. It’s important to include this so we know exactly what version you’re using.

  •  Describe the Issue

    • Be specific. Instead of saying, “The app crashes,” try: “When I try to submit a form, the app closes immediately.”

  • Steps to Reproduce the Problem

    • List out what you did before the issue happened. For example:

      1. Logged in

      2. Tapped on “My Schedule”

      3. Tried to open a completed visit

      4. App froze

  •  Attach Visuals

    • Screenshots or screen recordings are super helpful. Show us exactly what you’re seeing.

🎯 Tip: The clearer your message, the faster we can solve the problem.

Step 2: Submit an Issue Report (If Needed)

For certain technical issues, it’s best to send an Issue Report directly from the app — this includes device logs that help our engineers.

Here’s how to do it on your mobile device:

  1. Open the Repsly app.

  2. Tap the Menu (☰) icon.

  3. Tap your name at the top.

  4. Tap the app version number (at the bottom) three times.

  5. A "SEND ISSUE REPORT" button will appear.

  6. Tap it and follow the instructions — include a message describing the issue.

📌 If you’ve already collected screenshots or screen recordings, attach them when prompted.

 Step 3: Don’t Submit Duplicate Tickets

Submitting the same issue more than once slows down the support process — for you and others. If you’ve already sent a ticket, wait for a response. You can always reply to your existing ticket to add more information.

💬 Be polite and clear. Our team is here to help, and kindness goes a long way.

Step 4: Check the Knowledge Base First

Before submitting a ticket, it’s worth searching the Repsly Knowledge Base. Many common questions and how-tos are already answered there.

Examples of helpful articles:

  • How to reset your password

  • Syncing your data

  • Troubleshooting offline mode

🧠 Smart move: Solving the issue on your own can be faster than waiting for a response.

 Step 5: Be Patient, We’re On It

We know waiting can be frustrating — especially if you rely on Repsly for daily tasks. But rest assured, our support team is actively reviewing every ticket.

  • You’ll receive a confirmation email once your ticket is submitted.

  • Response times may vary based on complexity and volume.

  • For urgent issues, make sure to clearly label the severity.

🤝 We’re committed to helping you — and we appreciate your cooperation.

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