Different search engines on the Internet are full of articles about writing support emails to customers – how to treat them, how to be polite, and how to make customers feel welcome. I want to believe that it’s something that we are good at and it’s something that we are still constantly trying to improve also – there’s always a way to be better, right? 😉

We receive hundreds of feature requests every day, so if you may, it’s our turn now. This article is to help you write to us, so that we could provide better and faster solutions for you.

First of all, it doesn’t matter how big the problem seems to be, please be nice to us. We are trying our best to answer you as fast as possible. We are always much more happy to help you if the email isn’t full of swear words or include only three words: “Everything is broken!!1!!1!”

Secondly, try to give us as much information as necessary, and at the same time as little as possible. It does sound a bit complicated, but actually it’s as simple as Toggl. Always specify the behavior that led to the issue. In other words, give us a step-by-step description of exactly what you did, where you clicked, and what happened next. In order to find out what exactly needs to be fixed, we need to be able to copy what you did and get the same result, i.e. we need to be able to reproduce the issue. If we can’t reproduce it, we can’t fix it. If something is missing, then where? If there’s an error message, what does it say? If data seems to be gone, which data is it? Is it from today, is it from last week? For missing data, our FAQ provides pretty good ideas as well, so always check there first.

Thirdly, a picture says more than a thousand words. Feel free to send us screenshots. Sometimes we receive 3-4 emails from the same user that some button is missing, but in the end, when we finally get a screenshot, the answer is very simple – they’re just looking in the wrong place.

Last but not least, we recommend that you write to us straight from the app. If the issue appears in the Desktop app, write straight from there. The same goes for Web and Mobile. This enables us to get more detailed information about the version you use – which will help us to investigate further and send you a quicker, more useful reply. That’s how a pretty good bug report would look like (note attachments):

Screen Shot 2014-10-17 at 3.30.10 PM

PS! If you don’t have any Toggl-related issues to report, then any feedback or just some good words are welcome anytime to support@toggl.com as well.

Your Toggl Support