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Opening a Buildots Support Request

How to create a support request in Buildots

Updated over 2 weeks ago

Introduction

You can contact Buildots support directly from inside the platform.

Buildots Support is the place to reach out whenever you have a question, want to request a change, report issues, or need help adjusting something in your project.

Support requests are opened directly from within the platform, allowing you to clearly describe what you need and follow up as needed. This guide explains how to open a request and what information helps ensure it can be handled smoothly and accurately.

Step by Step Instructions

  1. The support request button - appears in the header of all screens, clicking will open the support request form (note that if you have an issue on a specific screen, make sure to open the request from that screen)

  2. In the support request form, provide the following information:

    1. Select the Topic that best matches what your request is about. This helps us understand the main area it relates to, such as activities, elements, trades, configuration, or general questions.

    2. After choosing a topic, select the Request Type. Each topic has different options- choose the option that fits your request most closely.

    3. Select whether your request applies to a specific screen (the one the request form was opened on) or other screens.

    4. In the Description field, provide details for your request. Include any details that help us understand what you need, such as names of activities, elements, or areas if relevant.

    5. You can also add attachments to your request, but this is not required.

  3. Click 'Submit Request' once the form is filled - you will receive a confirmation email.

*If we need any additional information or clarification, we will reach out to you by replying in the same email thread.

Once your request has been handled, you will receive a follow-up email confirming that it was completed.

Best Practices

Here are some guidelines to ensure the optimal resolution for your requests:

  • Give a short overview of what you want to change or check

  • Provide a clear and concise explanation of your request

  • Include relevant details such as the activity, element, or affected area

  • Clearly state the desired outcome to ensure alignment and efficiency in addressing your request

  • Add a link to an example or relevant page in the system and screenshots that illustrate the problem, it will help us identify it

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