Where: web portal (Get help, at the bottom of the left sidebar) or the ? in the app.
When you finish: you know what to search first and what to tell us so we can fix things quickly.
Search first. Type the task, or the exact words of the message on your screen. Most answers are one search away, and the Fix a problem section is organised by what you see on screen.
Open help on the web
Sign in to the web portal.
Look at the bottom of the left sidebar. Get help is there on every page. A number next to it means we have replied. On a phone browser, open the menu first.
Search, or choose one of the options below.
Which option to pick
Option | Use it when |
Bug | Something that should work does not: an error, a stuck export, missing data, a wrong result. |
Feature request | The product works, but you want something added or changed. |
General Questions | You searched the help center and still have a question. |
Chat with us | You are not sure which fits, want a faster back-and-forth, or the articles do not cover it yet. |
A Messages tab keeps your open conversations and ticket replies in one place. Keep one conversation per problem so nothing gets lost.
What the ticket form asks
Your email is filled in already; that is where replies go.
Bug | Required? |
Description: what happened, including any text on screen | Yes |
Title | No |
Job name or link | Yes |
Steps to reproduce, and what you already tried | No |
A screenshot or video | No |
Feature request | Required? |
Title | Yes |
Description | Yes |
What problem does this solve for you? | Yes |
How are you working around this today? | No |
How important is this? | Yes |
General Questions asks only for a title and a description, and neither is required.
Get help on the phone
In UtilityScout, tap the ? in the top bar, next to your profile icon. When we have replied, it shows as a red message icon instead.
Watch a short tutorial video, or tap Chat. Chat opens the same support widget as the web, with the same ticket forms.
If you hit a freeze, a sync error or a bug, first tap the person icon, then Settings, then Upload Diagnostic Data. That sends your device logs to our engineers and is far more useful than the version number.
For step-by-step troubleshooting at the pole, see When something goes wrong out in the field.
What you can change yourself, and what only we can
Most of what customers used to ask us for is self-serve now. Open a template with the Edit button beside it on its configuration stage, and you can do the left column yourself.
You can do this | Ask us for this |
Reorder fields by dragging them | A template a Katapult import did not bring across, such as guy anchors. You can add midspan fields yourself: reopen Edit Katapult selections on your configuration. |
Mark a field Readonly so crews see a value but cannot change it | Applying a pick-list change to the phones (a review PDF can show it before the app does) |
Set which fields and photos are required to create an object, and to complete it | Changing the choices in a drop-down that belongs to a custom object type |
A Cloneable API key, if your own IT systems need to talk to Cloneable directly | |
Locking a field against the office as well as crews; Readonly stops the phone only |
Each of those is a normal request, not an escalation. See Set up your configuration, stage by stage for where each one sits.
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