Case Management is new, and the fastest way to get something fixed is to tell us from the screen where it went wrong. The Send feedback button does that: it sends your description, the page you are on and — if you want — a screenshot, straight to the team, without opening your email or finding a support address.
Use it for anything: something broken, something confusing, something missing, or something that would save you five minutes a day.
Send a piece of feedback
Select Send feedback in the header, or Feedback in the sidebar.
Choose a Type: Bug — something isn't working, Idea — a suggestion or improvement, or Other.
Answer What happened, or what would help?. The placeholder says it best: The more detail the better — what you did, what you expected, what you saw. Say which client or screen if that matters — but see the note on screenshots below.
Optionally add a Screenshot (optional): Take screenshot captures the page you were on, or Attach image uploads one — PNG, JPEG or WebP up to 5 MB.
Select Send feedback.
You will get Thanks — feedback sent and the dialog closes. If the screenshot could not be uploaded you will see Feedback sent — screenshot upload failed — your message still went; the picture did not.
The page you were on is attached automatically, so you never have to describe where you were.
Check the screenshot before you attach it
The dialog says it out loud: Make sure it doesn't show anything you shouldn't share. A screenshot of a client screen contains that client's details. Where the problem can be shown without a real client, use a screen that has none.
Who sees it
Feedback stays inside Case Management. It is not written to the client's Joy record and does not appear anywhere in the client's history.
It is read by your organisation's Owners and Admins, and by the Joy product team who triage it. Any signed-in staff member can send feedback.
Following what happened to it
Select Feedback in the sidebar.
Most staff see My feedback — the notes you have submitted, with where the team has got to: New, Reviewed or Done.
Owners and Admins see their whole organisation's feedback and can triage it, adding a response to the person who sent it.
When someone changes the status of your note, you get a notification in the bell, including their response if they wrote one.
If you are told to slow down
There is a limit of ten submissions per person in ten minutes. Go past it and you will see You have sent a lot of feedback in a short time — please wait a few minutes and try again. Nothing you have sent is lost; wait a few minutes and carry on.