> For the complete documentation index, see [llms.txt](https://help.transform.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.transform.ai/resources/contact-support.md). # Contact Support {% hint style="info" %} The Transform Community is hosted outside Transform. Avoid sharing secrets or sensitive data in community posts. Use [Contact Support](/resources/contact-support.md) for urgent or account-specific issues. {% endhint %} ### Overview Support routing depends on issue type and urgency. Use the paths below to reduce back-and-forth and speed resolution. ### Quick routing * Product questions and workflow guidance → community help channels\ Related: [Get Help](broken://spaces/bO5MkvlsUXaVsGsjqKWy/pages/ZGhqlilVnUnpDgY6r8hd) * Bugs and technical issues → bug reporting channel\ Related: [Report a Bug](broken://spaces/bO5MkvlsUXaVsGsjqKWy/pages/tHt9ZJolfMmKqrgjOMJk) * Account access, billing, security, privacy, or urgent issues → email support ### Support channels * Email: * System status: ### Response time Support is monitored during business hours: **Mon–Fri, 8 a.m.–6 p.m. Mountain Time (MT)**. Target response time is **1 business day**. ### What to include in your request Include these details for faster triage: * Intent: action that was attempted * Scope: Account, Organization, Project, page * The exact error text (copy/paste if possible) * A screenshot or screen recording (redact sensitive data) {% hint style="warning" %} Don’t share passwords, API tokens, or client or customer PII. Redact screenshots before sending. {% endhint %} ### For urgent issues If production work is blocked, email support. Include: * Impact (who is blocked and how) * Start time and frequency * Any workaround attempted ### Summary Support routing is fastest when issue type, scope, and reproduction steps are included. {% hint style="info" %} The Transform Community is hosted outside Transform. Avoid sharing secrets or sensitive data in community posts. Use [Contact Support](/resources/contact-support.md) for urgent or account-specific issues. {% endhint %} ### Overview Bug reports improve product stability and reduce recurring delivery disruptions. Good reports include reproduction steps and evidence. ### Key Concepts * **Bug**: product behavior that deviates from intended design * **Reproduction**: shortest sequence that recreates the issue * **Evidence**: error text, timestamps, and screenshots (redacted) ### How It’s Used Use the bugs channel for broken features, errors, and technical issues. Use support for urgent issues, billing, security, and access problems. ### Benefits * Faster triage and fix cycles * Reduced duplicate reports through searchable threads * Better prioritization through consistent impact signals ### Quick routing * Bugs, errors, and broken behavior → bugs channel * “How do I…” questions and workflow guidance → help channel * Feature requests and enhancements → ideas channel When routing is unclear, start in the help channel. ### Setup Steps #### Use the bugs channel when Post in the bugs channel when: * A feature is broken or not working as designed. * Error messages appear. * Data is missing or incorrect. * Something worked before but doesn’t now. * A page won’t load, freezes, or times out. * Buttons or links don’t respond. * Visual glitches or broken layouts appear. #### Use the help or ideas channel instead when Use the help channel when: * Feature usage is unclear. * Workflow advice is needed. * An unexpected result appears, but the feature may still be working as designed. * Clarification is needed for expected behavior. Use the ideas channel when: * It works, but a different behavior is preferred. * A new feature or enhancement is requested. * Suggestions for improvements exist. ### Best Practices * Search the bugs channel to reduce duplicates. * Try quick troubleshooting, such as refresh and private browsing. * Confirm the issue reproduces consistently. {% hint style="warning" %} Don’t share passwords, API tokens, or client or customer PII. Redact screenshots before posting. {% endhint %} ### Bug report template (copy/paste) Copy/paste this template and complete as much as possible. 1. **Summary (one sentence):** 2. **What happened:** 3. **Expected result:** 4. **Steps to reproduce:** 5. **Browser + version:** 6. **OS + device:** 7. **When it started + how often:** 8. **Organization / Project + feature area affected:** 9. **Screenshots / video / error logs (optional):** ### What happens next * Reports are reviewed and acknowledged within **1–2 business days**. * Reproduction is attempted using the provided steps and evidence. * Follow-ups may be requested in a thread. * Status is tracked internally. #### Status labels (typical) * Investigating * Confirmed * In progress * Fixed * Not a bug ### Tips * Keep one bug per post. * Use threads for follow-ups. * React with a vote when supported to confirm impact. * If it changes (worse or better), reply with updates. * When it’s resolved, react with ✅. ### Bug severity guide Add a severity label to the post when possible. #### 🚨 Critical * The system is down or unusable. * Data loss or corruption. * A security vulnerability. * Affects all or most Teammates. #### ⚠️ High * A major feature doesn’t work. * Workaround is difficult. * Affects many Teammates. #### ⚡ Medium * A feature works but has issues. * A reasonable workaround exists. * Affects some Teammates. #### 🔧 Low * Minor visual issues. * Rare edge cases. * Easy workaround exists. We prioritize by impact and urgency, not only by severity.
Examples of good bug reports **Example 1: Can’t delete tasks from Gantt view** * **What happened:** Right-click a task in Gantt view → Delete does nothing. * **Expected:** Task is deleted from the Project. * **Steps:** Open Project → Gantt view → right-click task → Delete. * **Details:** supported browser on a supported operating system. Started after a recent update. Workaround: delete from list view. **Example 2: Project dates show in the wrong timezone** * **What happened:** Start date displays as 1/14, but I set 1/15. * **Expected:** Date matches the entered value. * **Steps:** Create Project → set start date → save → display is off by one day. * **Details:** supported browser on a supported operating system. Time zone set to Pacific Time. Started today. Affects multiple Projects.
### Summary Bug reports are most effective when reproduction steps, evidence, and scope are included. {% hint style="info" %} The Transform Community is hosted outside Transform. Avoid sharing secrets or sensitive data in community posts. Use [Contact Support](/resources/contact-support.md) for urgent or account-specific issues. {% endhint %} ### Overview Ideas and feature requests help prioritize product improvements. Clear, specific posts improve triage and prioritization. ### Key Concepts * **Idea**: request for new capability or improvement * **Use case**: workflow that the idea supports * **Impact**: who benefits and how often ### How It’s Used Use the ideas channel for new features and enhancements. Use the bugs channel for defects and broken behavior. ### Benefits * Better prioritization through consistent impact signals * Reduced duplicate ideas through searchable threads * Clearer product direction through structured feedback ### Quick routing * Ideas and feature requests → ideas channel * “How do I…” questions and workflow guidance → help channel * Full guide: [Get Help](broken://spaces/bO5MkvlsUXaVsGsjqKWy/pages/ZGhqlilVnUnpDgY6r8hd) * Bugs, errors, and broken behavior → bugs channel * Full guide: [Report a Bug](broken://spaces/bO5MkvlsUXaVsGsjqKWy/pages/tHt9ZJolfMmKqrgjOMJk) Need to reach Transform privately? Use [Contact Support](/resources/contact-support.md). ### Setup Steps #### Use the ideas channel for * New features * Improvements to existing features * UI/UX changes * Integrations * Workflow optimizations ### Before you post * Search the ideas channel to avoid duplicates. * If something is broken, use the bugs channel. * If a workflow question exists, use the help channel. * Keep one request per post. {% hint style="warning" %} Don’t share passwords, API tokens, or client or customer PII. Redact screenshots before posting. {% endhint %} ### What to include 1. **Describe the feature**: intended behavior. 2. **Explain the use case**: problem that is solved. 3. **Share the impact**: who benefits and how often. 4. **Add an example**: screenshot, mockup, or sample data shape (redacted). Optional: * How comparable systems handle it. * Current workaround. * Any constraints (roles, permissions, compliance, scale). ### What happens next 1. Ideas are reviewed. 2. The community votes with reactions (when supported). 3. Follow-ups may be requested in a thread. 4. Prioritization is based on impact and demand. 5. Updates are shared as items move. ### Tips * Be specific. “Move the button to the left” beats “better UI”. * Split multiple ideas into multiple posts. * If the same need exists, add a vote reaction and include a use case comment. ### Sensitive or private feedback Email when details cannot be shared in community channels.
Examples of good ideas posts **Example 1: Bulk edit task statuses** * **Describe the feature:** Add bulk status updates from the task list. * **Use case:** Updating 50+ tasks during weekly triage is slow. * **Impact:** Project managers, weekly. * **Example:** Multi-select tasks → choose status → apply to all. * **Workaround:** Open each task and update status one-by-one. **Example 2: Sync a custom field** * **Describe the feature:** Support syncing a custom field between Transform and an external system. * **Use case:** “Business owner” is tracked in an external system. It is needed in Transform. * **Impact:** Analysts and PMs, on every project. * **Example:** Map `Business owner` → `Business owner` during connector setup. * **Constraints:** Must respect external system permissions and field-level access.
Example: specific feedback vs vague feedback * ❌ “The interface is confusing.” * ✅ “Project date editing location is unclear after project creation.”
### Summary Ideas are most effective when use case, impact, and constraints are included. {% hint style="info" %} The Transform Community is hosted outside Transform. Avoid sharing secrets or sensitive data in community posts. Use [Contact Support](/resources/contact-support.md) for urgent or account-specific issues. {% endhint %} ### Overview The help channel supports workflow questions and setup guidance. It is best for questions that benefit from shared patterns and answers. ### Key Concepts * **Help channel**: workflow guidance and usage questions * **Bug report**: defect report with reproduction steps and evidence * **Idea**: product improvement request with impact and use case ### How It’s Used Use the help channel for “how do I…” questions and best practices. Use support for urgent, billing, security, and access issues. ### Benefits * Faster workflow guidance through community answers * Reduced duplicate questions through search and threads * Better triage through clear routing ### Quick routing * How-to questions and workflow guidance → help channel * Bugs, errors, and broken behavior → bugs channel * Feature requests and enhancements → ideas channel When routing is unclear, start in the help channel. ### Setup Steps #### Use the help channel when Use the help channel for: * “How do I…” questions * Best practices and workflow improvements * Setup and configuration questions * Integration setup questions * Unexpected results that might still be correct * Clarifying what a feature does #### Use the bugs channel instead when Use the bugs channel for: * Errors, crashes, pages that won’t load * Broken features * Missing or incorrect data * Something that used to work and now doesn’t Use the ideas channel for: * Feature requests and enhancements * “It works, but I wish it worked differently” ### Best Practices * Search the channel first. * Check the [Help Center](broken://spaces/bO5MkvlsUXaVsGsjqKWy/pages/29e96d77721d80a9bf903d8bd82d468e6686c6b4). * Try quick troubleshooting, such as refresh and private browsing. * Use threads for follow-ups. * Keep one question per post. * Capture the resolution in a follow-up message when an answer works. * Mark resolution clearly when supported. ### What to include 1. **Goal:** intended outcome. 2. **Scope:** Organization / Project + page or feature. 3. **Attempted steps:** shortest reproduction path. 4. **Observed result:** error text, screenshots, recordings (redacted). 5. **Expected result:** expected behavior. 6. **Environment (if relevant):** browser and operating system. {% hint style="warning" %} Don’t share passwords, API tokens, or client or customer PII. Redact screenshots before posting. {% endhint %} ### Response time Community responses may occur at any time. Transform team target response time: **within 1 business day**. Business hours: **Mon–Fri, 8am–6pm Mountain Time (MT)**. For urgent or production-impacting issues, contact support directly: . ### Summary Contact support directly for: * Account access or billing * Security or privacy concerns * Urgent production issues impacting clients See [Contact Support](/resources/contact-support.md). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.transform.ai/resources/contact-support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.