As with any software, bugs happen. As a company we aim to squash bugs immediately.  And we make loud karate sounds and flex like Bruce Lee when we fix them.

#How To Contact Us

You can submit your bug reports via email by sending directly to support@groovehq.com, or you can also submit them via our customer support widget in your Groove Inbox.

Either way, your bug report will end up in the right place.

#Submitting Bugs

Here's what you need to do:

1. Tell us it's a bug and include brief description in the subject.

Example: BUG - Instant replies are always bold for some reason!

It's a little thing, but it helps us spot these tickets in the queue ASAP.

2. In your message include a detailed description of the bug, along with the steps to reproduce it, and what your expectation is for the correct behavior.

Here is a GOOD example of a bug report:

• Open any ticket.
• Write a reply and add an email with a syntax error (e.g: example@foo;com) in "cc" or "to" field.
• Click on "Send as Open", your system detects the mistake and shows it in red.
• Fix the mistake (e.g: example@foo;.com ==> example@foo.com) and try to click again but the button is disabled. You need to reload the page to re-enable it.
• My expectation is that the syntax error would be detected without disabling the send button.

Here is a BAD example:

"I was writing a reply to a ticket and the send button got disabled."

3. Include the URLs (or ticket numbers) for ticket examples from your account.

In almost all cases, we will need to take a look at an example of the bug you're reporting in order to understand the problem. Sending examples up front saves us a lot of time when researching your bugs.  Copy and paste the URL from the ticket.

4. Always send screenshots.

Even if you don't' think it requires it, send a screenshot just in case. This helps us get a better idea of what it is you're referring to exactly. If you have the means to take a screen recording of a bug (Loom.com is a wonderful free app that saves tons of time), even better.

Troubleshooting Browser Issues

1. Clear your cache & cookies, restart your browser
2. Test Groove in an incognito (private) window (Guides for Chrome, Safari, Firefox, IE)
3. Test Groove in a different browser
4. Open your developer console and see if you are getting any errors (Guides for Chrome, Safari, Firefox, IE)

Troubleshooting Computer Issues

1. Check your anti-virus software to see if it could be interfering with Groove.
2. Check any firewalls you may have.
3. Check your ISP status for any service related issues.