Collect the Right Details Before Contacting Support

Prepare a clear support request by capturing the current session log, workflow, visible result, and affected records before reaching out.

Support tab showing the Support Activity Log, contact options, and bug-reporting link

When To Use This

  • You need help with a visible SPRK result.
  • You want to avoid a support back-and-forth for missing context.
  • You need to preserve details before making manual cleanup changes.

Do This First

  1. Reproduce the issue once if it is safe to do so, so the current session log includes the relevant actions.
  2. Note the active company, page, and workflow you were using when the problem happened.
  3. Write down what you expected to happen and what happened instead.
  4. Open Support.
  5. In Support Activity Log, select Download Log.
  6. Keep the downloaded text file ready to attach or quote when you contact support.
  7. Choose the support path that fits your need:
  • Use the email or Discord details in Contact for direct outreach.
  • Use View or Submit Bugs for known issues or bug submission.

Details To Capture

  • Company name.
  • Page or workflow.
  • What you expected to happen.
  • What happened instead.
  • Whether the issue blocks work completely or only slows it down.
  • Record numbers, account, customer, vendor, document number, date range, statement period, or import file name as applicable.
  • Any recent import, reversal, void, payment, or edit action.
  • Visible error or warning text.
  • Screenshot if it does not expose sensitive client data.
  • Support Activity Log.

What To Avoid

  • Do not clear the support log before downloading the session details you need.
  • Do not make manual cleanup entries before capturing the original mismatch.
  • Do not contact support with only “it failed” when the page, company, and workflow are available.
  • Do not treat support activity as an accounting workflow; support actions are informational and operational only.

If Something Looks Wrong

What You See What To Check What To Do Next
Support context is incomplete Company, page, workflow, timing, and visible result Add the missing details before contacting support
The log was downloaded before reproducing the issue Whether the relevant session activity is included Reproduce once if safe, then download the log again
Contact options look different than expected Current channels shown in the Support tab Use the options visible in SPRK
The issue involves import behavior File type, preview details, confirmation status, and changed records Use the import details support page