Help & Feedback
Updated
Help & Feedback is the page where you send the Agency Edge team a bug report, an idea or a question without leaving the app.
Where it is
Open Help & Feedback from the menu. Everyone who signs in has it, Basic members included.
The page is headed Get in touch and has three cards:
- Report a Bug — something is broken.
- Request a Feature — an idea for improving Agency Edge.
- Contact Support — a question, or you need a hand. The card says "We typically respond within 24 hours".
Send a message
All three cards open the same form, Send Us a Message. Only the choice at the top differs. Press the card again to close the form.
The choices under What can we help with? are General Question, Bug Report, Feature Request, Account Issue, Billing Question, Account / Data Deletion and Other.
Two more fields appear for some choices:
- Priority — on Bug Report only. Pick Low, Medium or High. It starts on Medium.
- Attachment (optional) — on Bug Report and Account Issue. Drop one file on the box, or click it to browse. The box says "An image, a PDF, or a text or CSV file, up to 10 MB".
What makes a useful bug report
- The page you were on and what you pressed.
- What you expected, and what happened instead.
- The person, sale or date involved, if there is one.
- A picture of the screen, attached.
Choose High when the problem stops you from working.
After you press Submit
A confirmation takes the place of the form. It reads "Thanks for reaching out. We'll get back to you at", then your address, then "within 24 hours". A ticket number sits under it. We reply by email to the address under Your Email.
Send Another Message brings back an empty form.
Deleting an account or data
Choose Account / Data Deletion. A note headed What happens next appears. It says an office's owner can do this without us, right away, in Settings, Advanced, Delete data, and that the same screen downloads a copy of your data first. If you are not the owner, or you cannot sign in, send the request: we reply to confirm it is really you before anything is removed.
For what you can do yourself in Settings first, see Your data: download and delete.
Commission changes
A commission change is not one of the choices on this page. The owner asks for one in Settings, on the Payouts tab, with Request a commission change. It reaches the same team. See Commission changes: requests and approvals.
The Finish setup card
An owner whose setup checklist still has something open sees a Finish setup card above the three cards. It counts the steps done and the things still open. Its button reads Show it on Home when the checklist is hidden, and Open it on Home when it is not. Either way it takes you to Home with the checklist showing. Team members do not get this card.
Frequently Asked Questions
Can a Basic member send a message?
Yes. Help & Feedback is on every member's menu, and the form is the same for everyone.
How soon will I hear back?
The page says "We typically respond within 24 hours". That is for a reply from us, and it covers a deletion request too. An owner who deletes from Settings does not wait: the delete starts when they confirm it.
Can I attach more than one file?
No. The form takes one file of up to 10 MB. Send the most useful picture and describe the rest.
Why did the form open with words already in it?
The Contact support button you get when changing payout settings brings you here with the request already written. Add any detail and press Submit.