How to Submit Bug or Issues Reports

Your support options (choose what’s easiest):

Slack / Microsoft Teams

• Open the main Logentic channel.

• Post a one‑line summary of the issue.

• Immediately reply in a thread with details, screenshots / video, order #, steps to reproduce, and priority.

• Not in our workspace yet? Email support@getlogentic.com and we’ll send an invite.

Email

• Send to support@getlogentic.com.

• Subject = short summary (e.g., “500 error on fulfillment – Order #12345”).

• Body = same details you’d post in Slack.

In‑App Chat

• Click the chat icon inside Logentic.

• Share your summary and details right in the conversation.

Ticket Portal

• Use the activation link we emailed to access Tickets (all channels feed into the same queue).

• Track status, add comments, and see resolutions in one place.

• No access to your Ticket Portal yet? Email support@getlogentic.com and we’ll send an invite.

What to Include in Any Bug or Support Request

• What happened? (brief description)

• Where? (order #, screen, workflow)

• Visuals – screenshot or Loom/Jam video

• Steps to reproduce (if you can)

• Expected vs. actual result

Example (Slack thread):

Main post:
Issue: Can’t fulfill signature‑required orders (Order #12345) – getting a 500 error.

Thread reply:
Logentic fulfillment screen throws a 500 error on click. Screenshot attached. Blocking shipments now. Priority: High -- it's impacting all DTC orders.

How to Submit Feature Requests

1. Slack / Microsoft Teams

   • Start a new thread in the main Logentic channel titled “Feature Request – <one‑line summary>”.

   • In the first thread reply, include:

     • Problem / Opportunity (what you’re solving)

     • Current workflow pain (screens, steps, time lost)

     • Desired outcome (what “good” looks like)

     • Business impact (ROI, cost savings, customer delight, etc.)

     • Priority — Nice‑to‑have / Important / Critical

   • Attach screenshots / videos or a quick Loom if helpful.

2. Email

   • Send to support@getlogentic.com with subject “Feature Request – <summary>”.

   • Copy the same bullet points as above in the body.

3. In‑App Chat

   • Open chat, pick Feature Request from the dropdown, and fill in the prompt fields (mirrors the same info).

4. Ticket Portal

   • Choose Feature Request type, paste your details, and track status in real time.

Why this matters: Clear, structured requests feed straight into our product board, letting us size, prioritize, and update you on roadmap status without back‑and‑forth.

How to Ask General Questions

1. Slack / Microsoft Teams

   • Post your question in the main Logentic channel.

   • Thread your follow‑up details or screenshots under the initial post to keep context tidy.

     • Module / Screen you’re asking about

     • What you’ve tried or looked for

     • Any deadlines tied to the answer

2. Email

   • Subject: “Question – <topic>”

   • Body: Explain the question, include screenshots or links if they’ll speed things up.

3. In‑App Chat

   • Select General Question and fire away. Our team routes it to the right specialist.

4. Ticket Portal

   • Pick General Question type for reference and tracking.

Tip: The more context (order #, workflow, goal) you share, the faster we can get you a crisp answer or resource.

Centralizing requests this way feeds everything into Pylon, our customer‑success platform, so we can triage, fix, and update you faster—without anything slipping through the cracks.

Need an invite or have questions? Ping support@getlogentic.com and we’ll get you sorted!