How to report a problem and what to attach
Two routes — the in-app form and e-mail. What to write to get an answer first time, and what never to paste into a report.
A well-prepared report closes the matter in one exchange. A badly prepared one comes back with three questions and costs a day. This guide says which route to take and what to write on it.
How to do it
Report from the screen where you see the problem
In the bottom right corner of every panel page hangs a round Give feedback button. It opens the Share feedback form, which adds the technical context by itself — which is why a report sent from the right screen is far easier to identify than the same report written an hour later from another page.
Choose the type and priority honestly
Type: Bug, Feature request, Question, Other.
Priority: Blocking — I cannot work, Annoying — workaround exists, Cosmetic, Suggestion.
The priority governs the order in which we look at reports. Marking everything as blocking speeds nothing up — it only stops us being able to tell the difference.
Write three sentences in this order
The Subject is one sentence of summary. In the Description write: what you did, what happened, and what you expected. Three sentences in that order are worth more than half a page.
If the app showed a message, copy it out in full and word for word. A shortened message ("something about a conflict") does not let anyone find the place in the code.
Add screenshots
Heltio takes a screenshot of the whole page automatically the moment the form opens and attaches it labelled Auto-captured screenshot. You can remove it, or add your own with Add screenshot — up to 5 screenshots in total, each up to 10 MB, image files only.
Track the report
Sent reports are visible in Settings → Feedback, in the My Feedback and All Feedback tabs. Each has a status: Open, In review, Resolved or Closed.
Write by e-mail when you cannot sign in
The in-app form needs access to the app. When you do not have it — write to support@heltio.pl. The contact form on the Heltio website suggests the same address when a send fails.
In the message give what the form cannot add for you: the clinic name, the e-mail address you sign in with, the date and time of the event, and the browser and operating system.
What not to paste
- Patient data — PESEL numbers, dates of birth, diagnoses, the text of notes. E-mail is not a channel for sending medical records. Give the record identifier or describe the situation in general terms; we will find it at our end.
- Passwords — never, in any form. They are not needed for diagnosis.
- Codes from sign-in messages and single-use links — a code passed on stops being yours.
- Payment details — card numbers and authorisation data.
Where else to go
- A suspected personal data breach — do not report it through this form or through ordinary support e-mail. There is a separate route: how to report a breach.
- A comment about the documentation itself — the form under an article, described in its own guide.
- Commercial questions — the contact form on the Heltio website, the Sales route.
What to expect
The contact form on the Heltio website promises a reply within 24 hours. There is no separate, shorter deadline for reports marked as blocking — the priority sets the order, not the deadline.
Who has access
Clinic Admin Receptionist PractitionerAnyone working in the panel can send a report. The All Feedback tab shows the whole clinic's reports.
Related
- Reporting bugs and feedback — the full description of the form and the report list.
- How to check whether the problem is on your side — five minutes before you report.