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Reporting Bug or Issue

Learn how to report a bug or issue in Appical so our support team can quickly investigate and resolve it.

Written by Malu Kooijman
Updated yesterday

Overview

Sometimes you might notice that something in Appical doesn’t behave exactly as expected, or that a process doesn’t run as planned. Reporting these situations in a clear way helps our support team investigate and resolve them quickly, ensuring your process and onboarding content run smoothly.

We usually categorise these situations into two types:

  • Bug: A bug happens when a specific feature or part of the platform doesn’t work as intended. This is usually related to buttons, menus, or functionality in the interface.
    ​Example: The “Translate” button in the course editor doesn’t respond when clicked. The button itself isn’t working as expected, but it doesn’t affect other parts of your workflow.

  • Issue: An issue occurs when a process or workflow in Appical doesn’t complete correctly, which can impact your work.
    ​Example: A scheduled report for new hires isn’t generated, so you cannot see which employees have completed a course. This affects your ability to manage onboarding effectively.

How to report a Bug

→ Describe the bug clearly

Explain exactly what is not working in the platform interface.

  • Explain exactly what is not working in the platform interface.

  • Example: Button, menu, or page not responding.

  • Describe what should happen versus what actually happens.

  • If applicable, specify Course → Story → Chapter → Page where the bug occurs.

  • Provide error message.

→ Add relevant information

  • Include screenshots or screen recordings.

  • Specify your browser and version or device type.

  • Note if the bug affects only certain users or all users.

  • Provide the email addresses of the affected users.

→ Provide steps to reproduce the bug

  • List step-by-step actions taken before the bug occurred.

Example:

  1. Open the course editor → Stories → Chapter.

  2. Click on a specific page.

  3. Click the Translate Settings button.

  4. The translation button does not respond.

How to report an Issue

→ Describe the issue clearly

  • Explain what you were trying to do and what you noticed.

  • Specify which part of the platform is affected.

  • Indicate if it is integration related.

  • Include user email addresses, groups, reports, or attach a CSV list if relevant.

  • Mention the date you noticed the issue and how long it has been happening.

Example

“I created a CSV invite on March 12 to invite users on March 14 at 12:00. However, I noticed the users weren’t added to the system and have a pending status in User Management. Attached is the CSV file I uploaded.”

→ Add relevant information

  • Specify the affected course, course tags, workflow, or report.

  • Include browser and platform details if relevant.

  • Include screenshots showing missing data, errors, or unexpected results.

→ Provide steps to reproduce the issue

  • List step-by-step actions taken before the issue occurred.

Example:

  1. Scheduled a report for new hires on March 3rd.

  2. Checked the report on March 4th.

  3. Several new hires are missing from the report.

  4. If possible, include a screen recording of your actions so the team can quickly identify the issue.

→ Submit the issue via Support Channel

  • Send the issue report through the Support Channel with all details included.

  • You can reach the team via:

    • Support email

    • Chat function with Appical Buddy, which can transfer your request to a human agent if needed

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