We’re here to support your team whenever you need help, encounter a critical issue, or have feedback to share.
🙋 No Login Required
You do not need to be signed in to submit a request.
Just use your company email address when filling out the form. You will receive all updates and replies via email.
Or simply email us with your issues to helpdesk@crewapp.is
✅ You can reply to any of our emails to continue the conversation.
✅ If you are required to see all tickets within the organization as well as specific documentations, please request access from CrewApp admin to gain access then Login onto CrewApp Help Center to follow up tickets.
🧾Submit A Ticket
You can choose from three types of forms based on your needs:
🔹 General Support Ticket
Use this for:
- Technical issues
- Access problems
- General questions
- Bug reports
- Feature requests
💡 Feedback and Suggestion
Use this for:
- Suggestions to improve the platform
- General feedback
🔴 Critical Outage Form (Operational Block or Limited Business Operations)
Use this form for outages or critical issues that are blocking major business operations.
⚠️ You may also email us directly by including "critical" keywork in your subject line or description texts. With such keyword, a critical ticket will be created.
🧾 What Information to Include
| Field | What to include |
|---|---|
| Subject | A short summary of the issue or idea |
| Description | Full details — who, what happened, when, what device and steps to reproduce (for bugs and performance issues), etc. The more information we can get, the faster we can solve your issues. |
| Ticket Type | Is it a bug report or need technical assistance? Or you may have a specific request on certain features you would like to have to optimize your operations. |
| Product Type | CrewApp or Live |
| Environment | Is this affecting production or staging? |
| Business Impact | What degree this affects your work or users. |
✅ What Happens After You Submit
- You’ll receive a confirmation email with your ticket number.
- Our team will review and respond to your request.
- You'll get email updates as we investigate or resolve the issue.
You can reply directly to any update via email to follow up.
🔁 Request Types at a Glance
| Form | Use for |
|---|---|
| Critical Outage | Urgent issues causing system-wide or business-critical disruptions |
| Support Ticket | Issues, questions, or bugs that are not critical outages |
| Feedback & Suggestion | Product suggestions, improvement ideas |
🏷️ Ticket Statuses: Solved vs Closed
- Solved: The issue has been addressed, but the conversation remains open for follow‑up. If something isn’t fully resolved, you can reply to the email (or add a comment in the portal) and the ticket will reopen with the same thread and history.
- Closed: The conversation is final for that ticket. Closed tickets cannot be reopened. If you need further help, create a Follow‑up from the closed ticket (or submit a new one). The follow‑up will automatically reference the original ticket.
Note: Some instances automatically move tickets from Solved to Closed after a short period. If you need to add new information after closure, please create a follow‑up.
❓ Frequently Asked Questions
Q: What if I’m not sure which form to use?
A: Simply email us directly or start with the Support Ticket form.
Q: Can I report an issue on behalf of someone else?
A: Yes. Just include their email in CC and their names and roles in the description.
Q: I didn’t receive a confirmation email.
A: Check your spam folder. If you still don’t see it, contact your CrewApp liaison or CrewApp admin.
Q: Why am I not able to see all my organization tickets?
A: By default, users can only view and edit their own tickets. If you are an Admin from your organization or CrewApp liaison and wish to view all organization tickets, please contact CrewApp for Admin access.
Q: I cannot comment in the other organization tickets where I'm not the requester.
A: If you wish to comment on an organization ticket, request to be CC'd on the ticket by the requester or contact CrewApp agents.
Q: I cannot mark the ticket as solved when I'm CC'd on.
A: This is an intentional permission limitation within the customer portal to ensure only the ticket owner can close their own requests. Or request CrewApp agents to close it for you.
Q: May I be automatically CC'd on all the tickets within my organization?
A: Yes, you may contact CrewApp by sending a ticket for this request. All we need is your and any other members' email addresses whom also would like to CC'd on to set it up.
Q: Can I add more columns on the ticket list page to see the information I want?
A: Yes, simply click the 3 dots at the end of the titles in ticket list page (next to "Status"). You will see a list of columns and select "See more columns". There you can select the information you would like to see in the ticket list page.
📩 Still Need Help?
Email us directly at helpdesk@crewspp.is or contact your CrewApp liaison if you’re unsure where to start.
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