The Feedback Button vs. Contacting Support

Overview

This article will detail the difference between the Feedback and Contact Support features. Each one has a specific use depending on the situation. The Feedback feature enables users to provide Feedback to their admin, while the Contact Support feature allows users to contact GoCanvas Technical Support directly from their device. Knowing the difference and using them properly can save time when getting assistance.

Why This Separation Matters

Many customers use the Feedback button, expecting a direct line to GoCanvas Support, but this can cause a delay in receiving assistance for technical issues. Requests submitted via this button are sent to both your internal Account Administrator and GoCanvas Support. While this seems like a good idea, it often increases the time it takes to receive assistance.

For the fastest response to technical issues or questions, always use Contact Support in your app settings. This option provides us with more information to work with and can expedite the process. 

If you have further questions about which channel to use, please contact your Account Administrator or reach out to GoCanvas Support through the app.

When to Use the Feedback Button

The Feedback button within the GoCanvas platform is designed for users to communicate directly with their organization’s GoCanvas Account Administrator. This tool enables organizations to quickly gather suggestions, requests, and issues that are best handled internally, such as assigning forms, updating form fields, or making workflow changes tailored to their unique business needs.

Screenshot of the Send Feedback button location:

Use the Feedback button for requests or issues that should be managed by your organization’s admin, such as:
Requesting access to specific forms or features.

• Asking for new fields, options, or updates to existing forms.
• Providing suggestions or Feedback about your organization’s GoCanvas setup.
• Any issue specific to your company’s configuration or process.

Example message:
“I need to be assigned to the ‘Field Service Inspection’ form so I can complete my daily tasks.”

When to Use Contact Support

Screenshot of the Contact Support button location:

Contact Support is used for problems or questions about the GoCanvas application itself (for example, technical issues, troubleshooting, or bugs). Please use the Contact Support option found in your GoCanvas app settings. The Support button routes your request directly to the GoCanvas Support team.

Please use the Contact Support option for:
Technical issues with the GoCanvas app (errors, crashes, login problems, etc.).

• Questions about the GoCanvas platform features or billing.
• Anything that requires help from the GoCanvas Support team.

Conclusion

Using Send Feedback and Contact Support properly will ensure you get the proper help quickly. Ensuring that your issues get resolved sooner rather than later. If you have urgent concerns please don't hesitate to reach out to the GoCanvas Technical Support Team.