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Nexomatic Docs

Report an Issue

import { Aside } from ‘@astrojs/starlight/components’;

The Report an issue form lets you send bug reports, flow problems, and questions straight from the portal. Every submission gets a reference (SUP-XXXXXXXX) and we close the loop by email when there’s an update.

Opening the form

Section titled “Opening the form”

Click your avatar in the top-right corner, then choose Report an issue.

You can reach the same form by navigating directly to https://<your-domain>/portal/support.

The form

Section titled “The form”
FieldRequiredDescription
TitleYesA short sentence describing the problem (max 200 chars)
TypeYesWhat kind of report this is (see below)
DescriptionYesSteps to reproduce, what happened vs. what you expected (max 8000 chars)
ScreenshotsNoUp to 5 image files — PNG, JPEG, WebP, or GIF — max 5 MB each, 15 MB total

Type — when to pick which

Section titled “Type — when to pick which”
TypeUse when
BugSomething is genuinely broken. The page errors out, an event vanishes, a button does nothing.
IssueA flow or behaviour problem that isn’t quite a bug — confusing UX, missing feature, slow performance, suggestions.
QuestionYou’re not sure how something works or whether what you’re seeing is expected.

Don’t agonise over the choice — we triage from the description. “Bug” gets prioritised slightly higher in our internal flow, that’s it.

Writing a useful report

Section titled “Writing a useful report”

We auto-attach the following to every submission so you don’t need to repeat it:

  • Your tenant, your account, your subscription tier
  • The page you were on when you opened the form
  • Browser and version
  • The 10 most recent events on your tenant (with links back to them)

That means a useful description focuses on:

  • What you did — clicked X, then Y, then Z
  • What you expected
  • What happened instead
  • When it started happening (if you remember)
  • Whether it’s reproducible, or a one-time glitch

Screenshots help a lot for visual issues — drag-drop them onto the Add screenshots button.

Submitting

Section titled “Submitting”

Click Submit report.

You’ll see a green confirmation with your reference (e.g. SUP-K7M2NXAB) and a confirmation email arrives shortly after. Save the SUP-… reference — quote it in any follow-up communication.

Rate limit

Section titled “Rate limit”

To keep our queue healthy we limit each tenant to 5 tickets per hour. If you hit the limit, the form tells you when you can submit again.

If you have a flurry of related problems, consider grouping them into a single ticket with a clear description rather than firing off many.

What happens next

Section titled “What happens next”
StageWhat you see
ReceivedConfirmation email immediately after submit
In progressEmail when our team starts working on it
Resolved / ClosedEmail when the ticket is done

If we hit a snag and can’t file your report automatically (rare), you’ll get an email saying so, and our team gets paged to handle it manually. Either way, you’re never left in the dark.

Privacy and data handling

Section titled “Privacy and data handling”

What we do capture:

  • Your title, description, and any screenshots you attach
  • The contextual fields listed above (tenant, browser, recent events)

What we don’t capture:

  • Anything you didn’t type or attach. We don’t scrape your screen.
  • Any secrets stored in the platform — those stay encrypted.

Screenshots are retained for 30 days after your ticket is closed, then deleted. The text of the ticket lives in our internal ticketing system and is retained per our standard support policy.

See also

Section titled “See also”