Support interaction guide

If you encounter technical glitches or project-specific issues, our Support Team is here to help. To get a resolution as quickly as possible, please follow this structured reporting process.

For details regarding support working hours and other FAQs, please visit Support Team page.

Where to find help

You can reach us via the Support Bot. Click the Chat Icon located in the bottom-right corner of your interface.

Navigating the Bot

When you open the chat, select the category that best fits your situation:

Need help with the project

Select the appropriate option that describes the error or Bug report.

Technical bugs

Select Bug Report or Need help with the project → Technical Issue.

When reporting a bug, please ensure your message includes the following details:
 

1. Identification (Where & What)

Project name: Tendem Project

Subject: A brief summary of the issue (e.g., “Submit button not responding”)

Task ID: Found directly below the task title.

2. Context (How & When)

Timestamp: The exact time and your time zone when the error occurred.

Detailed description: 

• what did you want to achieve?

• what did you do? (click, hover on element, type smth)

• what did you expect to happen?

• what happened instead?

3. Visual evidence (the “proof”)

• General screenshot/recording: A clear view of the error on your screen.

• Console screenshot: Why: Shows background script errors.
  How: Press F12 (or Cmd+Opt+J on Mac) → Console tab.

• Network tab screenshot: Why: Shows if data failed to load from the server.
  How: Press F12 → Network tab. Look for lines in red. Click the red line before taking the shot.

Providing the Network Tab and Console logs on your first message can reduce resolution time by up to 50%, as it allows engineers to see the exact line of code that failed.

Task errors 

Select Task issues → Error in the task.

Note: If you only see options to "Hide Task," look for a "Something else" or "Report Bug" button to provide manual details.

Support request template

Experts: Copy and paste the block below into the chat and fill in your details.

• Project Name: Tendem Project

• Subject: [Brief summary, e.g., Submit button not responding]

• Task ID: [Found below the task title]

• Timestamp: [The exact time and your time zone]

• What did you want to achieve? [Answer here]

• What did you do? [e.g., clicked 'Submit', hovered on element, etc.]

• What did you expect to happen? [Answer here]

• What happened instead? [Answer here]

• General Screenshot/Recording: [Attached]

• Console Screenshot (F12): [Attached]

• Network Tab Screenshot (F12): [Attached with the red request selected]

For non-technical inquiries (e.g., payments, general project questions), feel free to skip the technical fields and screenshots.

How to use this template 

To make this even easier for your experts, you can add these brief tips to your guide:

• Be Specific: Instead of saying "It doesn't work," say "The 'Save' button is unclickable."

• Don't forget the ID: The Task ID is the single most important piece of info for the developers.

• The "Red Text" rule: If you see red text in the Console (F12), always include it in your screenshot.

Data deletion requests 

If you would like to request the deletion of your account or personal data from Tendem, our Support Team is ready to assist you. To submit a data deletion request:

1. Click the Chat Icon located in the bottom-right corner of your interface.
2. Simply type your request into the chat, state that you would like to have your personal data deleted.

Our team will guide you through the necessary steps and ensure your data is securely removed.