Contact Support
Support channels and what to include in a request.
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
Bugs and technical issues → bug reporting channel Related: Report a Bug
Account access, billing, security, privacy, or urgent issues → email support
Support channels
Email: help@transform.ai
System status: https://status.transform.ai/
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)
Don’t share passwords, API tokens, or client or customer PII. Redact screenshots before sending.
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.
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.
Don’t share passwords, API tokens, or client or customer PII. Redact screenshots before posting.
Bug report template (copy/paste)
Copy/paste this template and complete as much as possible.
Summary (one sentence):
What happened:
Expected result:
Steps to reproduce:
Browser + version:
OS + device:
When it started + how often:
Organization / Project + feature area affected:
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.
Summary
Bug reports are most effective when reproduction steps, evidence, and scope are included.
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
Bugs, errors, and broken behavior → bugs channel
Full guide: Report a Bug
Need to reach Transform privately? Use Contact Support.
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.
Don’t share passwords, API tokens, or client or customer PII. Redact screenshots before posting.
What to include
Describe the feature: intended behavior.
Explain the use case: problem that is solved.
Share the impact: who benefits and how often.
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
Ideas are reviewed.
The community votes with reactions (when supported).
Follow-ups may be requested in a thread.
Prioritization is based on impact and demand.
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 help@transform.ai when details cannot be shared in community channels.
Summary
Ideas are most effective when use case, impact, and constraints are included.
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.
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
Goal: intended outcome.
Scope: Organization / Project + page or feature.
Attempted steps: shortest reproduction path.
Observed result: error text, screenshots, recordings (redacted).
Expected result: expected behavior.
Environment (if relevant): browser and operating system.
Don’t share passwords, API tokens, or client or customer PII. Redact screenshots before posting.
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: help@transform.ai.
Summary
Contact support directly for:
Account access or billing
Security or privacy concerns
Urgent production issues impacting clients
See Contact Support.
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