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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 over 3 weeks ago

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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