How to report a fault, request a change or ask a question

Welcome to ClubPilot. In this walkthrough, we'll show you, step by step, how to report a fault, how to request a change, and how to ask a question. Then we'll show you how to follow up on everything you've sent. Take your time, and pause the video whenever you need to. First, let's find where to report things. On a computer, look at the bottom of the menu on the left-hand side. You'll see a button called Report, slash, suggest. It's there on every screen in ClubPilot. On a phone, tap More at the bottom of the screen, then tap Help and support. It opens exactly the same form. Example one. Reporting a fault. Let's say something isn't working on the Maintenance screen. The best thing to do is to stay on the screen where the problem happened. So we'll open Maintenance from the menu. Here, the Urgent card should filter the list to the urgent jobs, but in our example, it isn't working properly. Now click Report, slash, suggest. The form opens over the top of your work, so nothing you were doing is lost. Notice that Report a fault is already selected for you. ClubPilot also takes a picture of the screen behind the form. We'll check that picture in a moment. Click in Short title, and type a few words that sum up the problem. This makes it easy to find later. Next, click in Details. This is the most important part. Tell us three things. What you were doing. What happened. And what you expected to happen. Write it the way you'd explain it to a colleague. Now choose the impact. Normal is right for most things. Choose Important if it's slowing you down. Choose Blocking only if you can't do your work at all. We'll choose Important. Scroll down to the screenshot, and check that it shows the problem. For your privacy, anything typed into boxes is hidden automatically. If the picture isn't helpful, you can click Remove screenshot. Underneath, ClubPilot shows where the report came from. In this case, Maintenance. The page, the version, and your screen size are sent with it, so you don't have to explain them. When you're happy with it, click Send fault report. Done. A green message confirms it's been sent, and the form moves to My requests. Your report is at the top, with its reference number, and the status, Open. Example two. Another fault, but this time with your own picture. Sometimes the problem isn't on the screen in front of you. For example, an email from ClubPilot had the wrong details, and you took a screenshot of it. You can send another report straight away. Click the Report, slash, suggest tab at the top of the form, then make sure Report a fault is selected. Type a short title. We'll write, task reminder email showed the wrong club. Then explain what happened in Details. Include the date, and which club or person it was about. That helps us find it quickly. This one isn't stopping anyone from working, so we'll leave Impact on Normal. Now click Attach screenshot, and choose the picture from your computer. On a phone, you can choose it from your photos. You can also copy a picture, and paste it straight into the form. Check the preview, to make sure it's the right picture, and doesn't show anything private. Then click Send fault report. Now both faults are listed in My requests, each with its own reference number. Example three. Requesting a change. Maybe you'd like a new option, or you'd like something to work differently. Click the Report, slash, suggest tab again. This time, choose Feature, slash, option. Give it a short title that names the change. We'll write, add a club filter to Checklists. In Details, describe the result you need, and why it matters, rather than how the screen should look. The more we understand about your day, the better the change will be. A screenshot is optional for suggestions. When you're ready, click Send suggestion. Your request appears in My requests, with the status, Requested. Example four. Asking a question. If you're not sure how to do something, click Quick help. Before you send anything, have a look at Common answers. The answer might already be here. For example, if you can't see a club or a section, it's usually your role or club access. Your administrator can check that for you. If your answer isn't there, click Ask a question. The form opens with Question already selected. Type your question as the title. We'll ask, how do I hand over my jobs while I'm on leave. In Details, tell us what you're trying to do, and by when. Then click Send question. Now let's follow up. Open My requests at any time to see everything you've sent. Each one shows its type, its title, a reference number, the page it came from, the date, and its current status. The status changes as the ClubPilot team works on it. A fault starts as Open. A suggestion or a question starts as Requested. Then it moves to In progress, and finally to Resolved, or Completed. Here's an older suggestion that's in progress, and a fault that's already been resolved. If you need to add more detail later, just send another report, and mention the reference number, so we can link them together. When you're finished, click Back to my work. You're right back where you left off. One important tip. If something physical in the club is broken, like a treadmill, a door, or a leaking tap, don't use Report, slash, suggest. Log it in Maintenance, using New request, so it goes to the right person to fix it. Report, slash, suggest, is for problems and ideas about ClubPilot itself. That's it. Report a fault, request a change, or ask a question, all from the screen you're on. Then follow up any time in My requests. Thanks for watching. This recording uses a fictional business.