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What information to provide when reporting a problem
What information to provide when reporting a problem

Information to provide for Support/Technical team investigations

Barry Hill avatar
Written by Barry Hill
Updated over a week ago

When you contact our support team you may find that your query has been passed to the Technical Team for further investigation. Any information/screenshots already provided will be sent to the Technical Team, however, if you have any additional information not yet provided please include it in the open chat.

Below are some guidelines on what information you may wish to provide.

Please note: Remember to keep it simple, when possible. The four main questions the Technical Team need to know are:

  • What are you trying to do, and how are you doing it?

  • What did you expect to happen?

  • What actually happened?

  • Do you have supporting information? (eg. screenshots, error messages, times, links)


Screenshots


Visit Queries

If you have multiple visits affected by an issue please provide one or several specific examples. When providing visit information please include:

  • Date of visit

  • Start time

  • End time

  • Assigned Care Professional(s)

  • Care Recipient(s)

Please note: Avoid saying all visits are affected, this will prevent an investigation into unrelated visits and help speed up resolution time.


Finance Queries

If your query is finance related and a figure for invoicing, pay, mileage or travel is not calculating correctly, please provide the following information:

  • What the correct figure should be

  • A date range of affected visits

  • Care Professional name(s)

  • Care Recipient name(s)


App Queries

If you are experiencing an issue with the Birdie App please provide the following information:

  • Care Professional name(s)

  • Device model

  • Time of issue

  • Care Recipient name(s) if required


External rostering

If you are experiencing issues with a Care Professionals profile that is set up with an external rostering provider please provide the following information:

  • Care Professional name(s)

  • Care Professional ID number with your rostering provider

  • Please check if there is more than one profile for the Care Professional


Please note: While waiting for a response from the Technical Team, you may find the answer by searching Advice and answers from the Birdie Team.

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