G.J. Software includes a built-in tool for reporting issues and submitting requests directly to the Franchisor Support Team. Whether you have encountered a bug, need help with a workflow, or have a general question, you can reach the support team through the Send Request to Support functionality. Reports can be submitted manually through the Help menu, or the system may open an automatic form when it detects an error in real time.
The more detail you provide, the faster the support team can assist you.
Ways to request support
There are two ways to request assistance from the Help Desk: automatic bug reports for system errors and manual requests for general help. All communications are managed directly by the Franchisor Support Team.
Automatic Bug Reports
If the system encounters a critical issue or detects a bug, an automatic support form often pops up. This form is designed to capture technical details instantly to help the support team resolve the issue faster.
Pre-filled fields — The form automatically includes sections for Steps to Reproduce, Actual Results, and Expected Results. It is highly helpful to fill these in as clearly as possible.
System diagnostics — These reports automatically include a screenshot of the incident at the time of the error and a stack trace. This allows the team to trace the issue back through the system logs efficiently.
[!tk-IMAGE] A screenshot of the automatic bug report popup, showing the pre-filled technical fields, would help users understand what to expect when an error occurs.
Manual Support Requests
For general questions, workflow help, or issues that do not trigger an automatic pop-up, you can manually open a support request.
On the top navigation bar, click the Help icon.
Select Send Request to Support.
A chat interface will pop open. From here, you can:
Search the knowledge base for instant answers.
Chat directly with a support team member (if available).
Create a support ticket.
Using this in-app chat interface is the preferred method for requesting help, as it provides the fastest response time compared to sending a direct email.
After submitting
Once you submit a request or bug report, it is delivered to our central Help Desk.
Handling replies
The support team communicates primarily through the in-app chat system:
In-app notifications — Replies will be sent directly to you within G.J. Software. You will see a chat notification alert in the portal.
Email fallbacks — If you are not logged into the Builder Portal, or if you do not view the in-app notification within several minutes, the system will automatically forward the reply to your registered email address.
To follow up on a submitted request or check the status of existing tickets:
Click the Help icon in the toolbar.
Select Send Request to Support.
In the support chat pane that opens, you can view all current and previous support conversations and tickets.
Writing a good description
The description is the most important part of a support request. Whether you are reporting a bug or asking for help, a clear description helps the support team understand the situation quickly.
For bug reports, include the following three elements:
Steps to reproduce
Write the exact sequence of actions that led to the issue. Be specific — include which page you were on, what you clicked, and what data you entered. Number the steps so they are easy to follow.
What actually happened
Describe what the system did (or did not do). Include any error messages, unexpected behaviour, or missing data.
What was expected to happen
Describe what the correct or intended behaviour should have been.
Example
Steps to reproduce:
Navigate to Sales > Leads.
Click on an existing lead to open the lead folder.
Click Create Quote.
Enter all required fields and click Save.
What actually happened:
The page displayed a red error banner and the quote was not saved.
What was expected to happen:
The quote should have been saved and appeared in the quotes list for that lead.
For general help requests, describe what you are trying to do and where you are getting stuck. Include the page or module being used and any relevant details such as a job number, lead name, or error message. The support team may follow up with additional questions if they need more context.
Priority levels
Select the priority level that best matches the impact of the issue:
Priority | When to use |
Minor | Minimal impact on day-to-day work. No critical tasks are blocked. |
Normal | Affects standard workflows but a workaround is available. |
Critical | Significantly impacts work and requires prompt attention. |
Blocker | Completely prevents you from completing essential tasks in the system. |
Tip: If unsure which priority to select, start with Normal. The support team adjusts the priority during triage if needed.