Applies to: All customers.
In this guide
Administrators and field crews get help the same way: through the same in-app Chat with Cloneable, whether you are in the web portal or the UtilityScout app. Nobody has to route a question through someone else first; anyone can message Chat directly.
Bug, feature request, or general question?
Every Chat conversation with Cloneable is one of four kinds. Knowing which one you're in, and saying so, gets you a faster and more useful answer.
Bug. Something is not working the way it should, or a result looks wrong (a measurement, an export, a number on a dashboard). This is the most detail-hungry category: include what you expected versus what actually happened, the exact error text or a screenshot, the job or configuration name, and which object it happened on if it is one thing. The full checklist is below.
Feature request. Something Cloneable does not do today that would help your workflow (a new field, a different report, a workflow change). Describe what you are trying to accomplish, not just the specific change you are picturing; the underlying goal is what matters, since Cloneable can sometimes solve it a different way than the one you had in mind.
Article (how-to). A "how do I..." question that is likely already answered. Ask in Chat or check the Cloneable help center (help.cloneable.ai) first; Cloneable's in-app assistant will often surface the relevant article directly in the conversation before a person needs to get involved.
General conversation. Anything else: an account question, a process question, or something that does not fit neatly into the other three. Give enough context (your organization, what you are trying to do) for Cloneable to point you the right way.
Whichever kind it is, the fastest things to include are: your organization, the job or configuration name, the exact error text or a screenshot, and when it happened.
For administrators
The same Chat is available in the Cloneable web portal: a chat bubble in the bottom-right corner of any page opens a conversation with Cloneable, the same Chat field crews reach from the app. Most administrator questions come down to the Katapult connection, a configuration change, or a user's access:
For a configuration change (a new field, a new dropdown choice, a color change, or a change to a Katapult-linked field), gather the exact configuration name and what you need changed. This is usually a feature request or general conversation, not a bug. Some changes you can make yourself in the Configuration Manager; the Katapult-linked fields are Cloneable's to change.
For a Katapult connection or trigger problem (imports or exports failing), check the dashboard's Exports tab first (Analytics and export operations), then message Chat with your organization name, the configuration or job name, and a screenshot of the error. This is typically a bug report. Because triggers are set up on Cloneable's side, Cloneable can inspect and re-run them.
For a user access problem, confirm the person's role and team first (most "I cannot do X" issues are a role that is too limited), then adjust it if you are an Org Admin, or raise it as a general conversation in Chat.
For field crews
UtilityScout has help built in. Here is how to get unstuck, and when you hit a real problem, how to report it so support can fix it quickly.
Help is in the app.
Tutorials and live chat (question-mark icon). Tap the question-mark icon at the top right of the map. It opens short tutorial videos (tilt capture, stick setup, and more) and a Chat button that starts the same Chat administrators use from the web portal. You can message support directly; you do not have to route it through your administrator. When support replies, the question-mark icon shows a red badge.
Diagnostic upload (Settings). Open Settings (the person-silhouette icon), scroll to the bottom, and tap Upload Diagnostic Data. This sends your device's app data and logs to Cloneable so an engineer can see what happened and reproduce it. Do it on good Wi-Fi, since the upload can be large, and tell support you sent it. Support may ask you to tap the button several times to send all of your files.
When to use which.
Learning how to do something: the tutorial videos in Help, or ask Chat (this is the article/how-to case; see the four kinds above).
A bug (see the four kinds above), an app crash, or a sync problem support is investigating: send a diagnostic upload, then message Chat with your job name and what happened. Support asks for a diagnostic upload on most sync and crash issues, so sending it up front saves a round trip.
A feature request or a general question (see the four kinds above): message Chat directly with the context below.
What to include so we can debug it
For field crews, support usually asks for more detail than the general list above, and the first few items below matter most, since they are what support asks for on nearly every ticket:
Job name (the job or map you were in). It is the first thing support looks up.
A screenshot of the error, the Downloaded files card in Settings, or the export screen. The on-screen message is often the fastest clue.
The Cloneable link to the job or the specific object (copy the map URL from the web portal, for example app.cloneable.ai/tools/utility/map?job_ids=...). It takes support straight to it.
The exact error text or code (type it out or screenshot it). Different messages get different fixes.
Which pole or midspan it happens on (the SCID or pole name), if it is one object. Export failures usually trace to a single object.
What you were doing and the steps to reproduce it.
App version (shown in Settings). Many issues are already fixed in a newer build.
When it happened (date and rough time), so support can find it in the logs.
For a sync problem, also include:
Whether the app says Synced or is stuck on Syncing, and the number of pending or error files.
What the red sync-error icon next to Downloaded files in Settings says when you tap it (a screenshot is ideal; the icon appears only when a file has an error). It shows the per-file error the progress bar hides.
Whether you are on Wi-Fi or cellular and how strong the signal is, and whether it is a company-managed device (which can block app updates).
On a multi-fielder job, whose device holds the un-synced data, plus a diagnostic upload from that device.
For an export problem, also include:
The export status and any message in the Export Issues panel. The export tab can show "success" even when data did not land in Katapult, so check the actual data in Katapult.
Whether anything was deleted or changed in Katapult after import (see what not to do after importing from Katapult).
Quick fixes to try first:
A single pole or object failed to export: open it, switch to its Exports tab, click Export Data, and choose Force Export All.
A sync warning on one file (sometimes shown in the app as "Image Sync Warnings"): tap the red sync-error icon next to Downloaded files in Settings to see the specific error, then get onto strong Wi-Fi and let sync finish.
Repeated crashes or sync errors: confirm you are on the latest app version (Settings); many issues are fixed simply by updating.
If you see an error message in the app
If UtilityScout shows an error message while you are working, note the exact text (a screenshot helps), then report it using the Chat button described above. Your work is saved on the device, so you can keep going or finish your current step first. Include the job name and what you were doing when the message appeared.