If something is not working as expected, you can raise a support ticket directly from Jump. The system automatically captures technical context to help the support team diagnose the issue faster.
When to Raise a Ticket
Support tickets are for reporting problems such as:
- Something is broken or not loading
- An error message appeared
- Data looks incorrect or is missing
- A feature is not behaving as documented
For new feature ideas, use the Feature Requests section instead.
How to Raise a Ticket
There are two ways to open the ticket form:
- From the Help Hub - open the Tickets tab and click Create a support request
- From an error - when an error occurs, the error notification includes a link to report the problem. This pre-fills the ticket with error details
- Title - a short summary of the problem (e.g. "Cannot save consultation notes")
- Area - which part of the application is affected. This is auto-filled based on the page you are on, but you can edit it
- Description - describe what happened and what you expected. If an error was detected, a draft description is pre-filled for you
- Impact - how much this is affecting your work:
- Blocked - you cannot continue working
- Slowed down - you can work around it but it is causing delays
- Minor - a small issue that is not urgent
- Steps to reproduce (optional) - if you can reliably trigger the problem, describe the steps
- Screenshots (optional) - attach up to 3 screenshots. The system may also capture a screenshot automatically before the dialog opens
What Gets Captured Automatically
When you open the ticket form, the system captures technical context behind the scenes:
- The page you were on
- Your browser and device information
- Recent console errors
- Failed network requests
This information helps the support team investigate without needing to ask you for technical details.
After Submitting
You receive a reference number (e.g. SUP-00015). You can track all your submitted tickets in the Tickets tab of the Help Hub, where you can see:
- Ticket title and reference number
- Current status (Open or Closed)
- Date submitted
- Resolution details once the issue is resolved
Tip: The more detail you provide in the description, the faster the support team can help. If you can reproduce the problem, include the exact steps - this is the single most useful thing you can add to a ticket.
Show us the problem instead of describing it
You can record your screen, with a voice-over if you want one, and attach the recording to your ticket. Look for Record your screen when you report a problem, or on the Help Hub card that creates a support ticket. Skip offers the same thing as "let me show you", and you can record again when you reply on your own ticket.
Where an answer is easier shown than written, we can record a short walkthrough and send it back on the same thread; it plays where you are already reading.