Help is our communication channel with users, where we address inquiries, complaints, or claims related to the platform's usability. Here, we can respond to your concerns and solve your requests. In this section, we want to show you how our support channel works.
In the first instance, a case arrives, which can be due to two options:
Feature request: The user requests a new feature or improvement for the platform.
Error or problem in the platform: The user reports an error or issue they have encountered while using the platform.
This type of case refers to suggestions or requests for functionalities that our users consider useful for the platform. Each request is analyzed, and its feasibility is verified with the Head of Product , developers, or experienced team.
If deemed feasible, a "feature" issue is created and assigned to the Head of Product, who then reassigns it to the developer responsible for implementing it. Once the issue is created, the user who opened the case is notified, and the case is closed. If the user wishes to follow up later, the case can be reopened to discuss further details or updates.
Error or Problem in the Platform
When we receive a case related to an error or problem in the platform, we conduct a series of verifications to identify and evidence the reported issue. For this purpose, we have various tools that assist us in this process, including:
- Fluid Attacks platform
- Local deploy testing
- Web developer console tools
- GraphQL API
- Consulting with the developer
These tools allow us to analyze and verify if the reported error is reflected in our platform. If confirmed, a "bug" issue is created and assigned to the person responsible for allocating the case to the appropriate developer. Once the issue is created, the user who opened the case is notified, and the case is closed. If the user wishes to follow up later, the case can be reopened to discuss further details or receive additional updates.