Bug Reports vs Support Tickets: Submitting Requests Effectively
Learn when to submit a support ticket versus a technical bug report, how to write detailed requests, and ensure swift resolutions.
#Getting Assistance on Karo Simple
Whenever you have a question about your account or notice unexpected behavior inside the dashboard, our support and technical engineering teams are ready to help. To get the fastest possible resolution, it helps to understand the two distinct submission channels available under Help & Support.
#Choosing the Right Option: Bug Report vs Support Ticket
Understanding which channel to choose ensures your inquiry reaches the right specialist immediately:
- Use "Contact Support" When: You have questions regarding billing, subscription upgrades, plan renewal charges, invoice copies, account settings, or advice on configuring a feature.
- Use "Report a Website Bug" When: Something in the application is visually broken, a button fails to click, a chart appears blank, an error code pops up, or a file download does not trigger.
Real-World Comparison Examples
ā¢ Support Ticket Example: "I renewed my Starter plan yesterday via UPI, but my dashboard still shows the Free tier banner. Please review my payment reference #82910." ā¢ Bug Report Example: "When clicking the 'Download PNG' button on my Main Counter QR code using Google Chrome on Windows, no file downloads and no error prompt appears."
#Submitting a Support Ticket Step-by-Step
Open the "Contact Support" Tab
Navigate to Help & Support from the side navigation menu and click the "Contact Support" tab.
Enter a Concise Subject Title
Write a clear subject summarizing the issue. For example: "Clarification on Refer & Earn 15-Day Holding Period" or "Invoice Copy Request for August 2026".
Provide Complete Details in the Description
Explain what you need assistance with. Mention the exact business name or transaction ID if relevant. The clearer your initial message, the fewer follow-up questions required.
Submit and Check History
Click "Submit". The system automatically routes you to the "My Ticket History" tab so you can monitor ticket progress.
šø Visual Guide: Screenshot 1 - Contact Support Ticket Form
The support request form with Subject and Description inputs. š What is shown: ā¢ Text input for Subject Title. ā¢ Multiline Description textarea with placeholder guidance. ā¢ Primary green "Submit Support Ticket" button.
#Submitting a Technical Bug Report
Bug reports route straight to our product engineering queue. A well-written bug report is fixed significantly faster:
Open the "Report a Website Bug" Tab
Click the "Report a Website Bug" tab in the header.
Write an Issue Title / Summary
A concise description of the broken behavior (e.g. "Analytics Heatmap Bar Blank on Safari").
Fill in the Detailed Bug Description
Provide answers to 4 simple questions: ā¢ What were you trying to accomplish? ā¢ What actually happened instead? ā¢ On which specific page or modal did it occur? ā¢ Does the problem happen every time or only occasionally?
Submit the Bug Report
Click "Submit Bug Report" to notify our technical development team.
šø Visual Guide: Screenshot 2 - Report a Website Bug Form
The engineering bug reporting form showing structured fields. š What is shown: ā¢ Issue Title input with example placeholder. ā¢ Detailed Description box structured with bulleted prompts (Steps to Reproduce, Expected vs Actual). ā¢ Device and browser note at bottom.
#Frequently Asked Questions
Was this guide helpful?
Help us keep our documentation accurate and easy to follow.
Tracking Ticket History, Lifecycle Statuses & Viewport Mode
Monitor your past support requests, understand ticket statuses (Pending, Ongoing, Resolved, Closed), and resolve viewport mode restrictions.
Agency Client Tickets: Resolving Issues & Super Admin Escalation
Manage support tickets raised by your client accounts, add conversation notes, update resolution statuses, and escalate to Super Admin.