How to report a problem with a Leafworks app

What information do we need?

If a Leafworks app is not working as expected, please send us as much detailed information about the issue as possible. This helps us identify the cause more quickly and avoid unnecessary follow-up questions.

Send us the following information by email to app-support@leafworks.de or use our support form:

• Name and version of the app
   
• Brief description of the problem: What are you trying to do, what happens instead, and what result did you expect?
   
• Steps to reproduce: Describe the exact sequence of actions that lead to the problem.
   
• Screen recording: If possible, send us a short video showing the problem and each step.
   
• Screenshot of the browser console:

1. Open the Zendesk page where the problem occurs.
2. Right-click on the page.
3. Select Inspect.
4. Open the Console tab.
5. Reload the page or repeat the steps that cause the problem.
6. Take a screenshot of the displayed error messages.

• Affected Zendesk environment: Provide your Zendesk subdomain, for example company.zendesk.com. If relevant, also send us an affected ticket, form, article, or user as an example.
   
• Browser and operating system: Please also let us know if the problem occurs in a different browser or in an incognito window.
   
• Recent changes: Describe any changes made to the app, permissions, fields, forms, integrations, or other Zendesk settings.

⚠️ Do not send us passwords, API tokens, or login credentials. Confidential and personal data should be obscured in screenshots and videos when not needed for the investigation.

Why do we need this information?

This information helps our support team better understand the problem and begin technical investigation more quickly. If important information is missing, we will need to ask for it first, which may delay processing.

How quickly does Leafworks respond?

We typically respond within 24 to 48 hours. Please note that we operate on Central European Time and are usually available between 9:00 AM and 5:00 PM.