In this article, you will find an overview of available communication channels and best practices for reporting issues.
Select the right communication channel to ensure that issues are resolved as quickly and accurately as possible.
Reporting an issue
When writing your issue report, include as much detail as possible. This will help us investigate efficiently and resolve the issue more quickly.
Checklist of details to include:
- User: Your username. Do not include this information in public channels.
- Role: Viewer / Contributor / Admin
- Package: Standard / Custom / Custom using patches
- Feature: Where the problem occurred, e.g., Spaces / Documentation app / Dashboards / Settings / Packages validation / Automation / Export
- Link: Link to the page in Dawiso where the issue occurred. Do not include this information in public channels.
- Steps leading to the issue:
- Reproduction steps: Describe exactly what actions you took, for example, “Opened the Documentation app, created a new object, and attempted to save it.”
- Expected behavior: Describe what you expected to happen, for example, “The object should have been saved successfully without an error message.”
- Error message: When available, provide the exact text of the error message. Admins have access to the full logs including the log ID, name, date.
- Visuals: If possible, attach screenshots or a short screen recording as they will speed up the issue resolution.
- Additional info: For custom packages, please also attach the JSON file or include the package key. Do not include this information in public channels.
Support channels
Dawiso provides multiple support channels to address questions, resolve issues, and share updates. The appropriate channel depends on the type and urgency of your request. Here, you will find support channels for:
- General inquiries: Resources available to all users.
- Enterprise clients: Dedicated support options in addition to general channels.
- Partners: Collaboration-focused channels for client-specific cases.
General inquiries
For most questions, start with the Help portal, which is fastest and most effective ways to find answers:
Help Portal
The Help Portal is the most complete and up-to-date source of documentation for Dawiso. It contains detailed guidance on features, configuration, and best practices, which are updated on an ongoing basis through continuous improvements and customer feedback.
Support form
The support form is intended for submitting specific issues or suggestions where a one-way report is sufficient. For interactive troubleshooting, the Forum is the better option.
Enterprise clients
Based on the contract, enterprise clients typically have access to their own dedicated support channels, in addition to the general ones.
| Support Channel | When to use |
|---|---|
| Help Portal | The Help Portal remains highly encouraged as the most complete and up-to-date resource. |
| Dedicated email address | When preferred, clients can use a dedicated email address for direct reporting of issues provided in the client contract. |
| Helpdesk | A dedicated ticketing system for submitting and tracking support issues. Available to select clients. Contact your Customer Success Account Manager to find out if this applies to you. |
| Priority communication channels | Priority communication channels are tailored to the client’s needs (e.g., ticketing systems such as Jira) to ensure faster response and resolution. For more information, contact your Customer Success Account Manager. |
Partners
Partners can use the general support channels for broad questions and issues:
Help Portal
The Help Portal is the most comprehensive and up-to-date source of information for Dawiso, offering detailed guidance on features, configuration, and best practices, all of which can also be accessed through the integrated Dawiso Forum chatbot.
Client-specific enquiries
For client-specific questions, partners also have access to dedicated collaboration channels:
- Private partner channel on Slack provided by Dawiso
- Dedicated Jira project per client
Shared communication is encouraged, as it ensures that both partners and the Dawiso team have full visibility of questions and resolutions.
Keeping discussions in the dedicated channel preserves context, avoids duplication, and helps build a common knowledge base.