Contacting support

You can reach the NeatPractice team from anywhere in the app. Each request keeps the whole conversation in one place, and you get a notification and an email when the team replies or changes its status. If you cannot sign in, use the public support form instead (see When you cannot sign in).

Where to find it#

• The Support menu (the life buoy) in the top bar: Report a problem, Ask a question, Request a feature, My requests and Ideas board.
• Your user menu: Support and Report a problem.
• Support in the main menu, with two pages: My requests and Ideas.
• The keyboard: press Ctrl+Shift+U (Cmd+Shift+U on a Mac) on any page to report a problem.
• Error screens and error messages: click Report this.

Report a problem#

When something is not working, report it from the page where it happened.

1. Choose Report a problem, press Ctrl+Shift+U, or click Report this on the error.
2. NeatPractice takes a picture of the page you were on before the form opens and attaches it, along with technical details. You only need to check the Subject and, if you like, say What happened?. That field is optional when you report from an error.
3. Change the Area of the app or the Priority if they are wrong. Use Urgent only when work has stopped, for example when no one can sign in.
4. Click Send Request.

The screenshot shows a small preview in the form. If it shows something you would rather not send, click Remove Screenshot. You can also paste more screenshots with Ctrl+V, drop files onto the form or click More files: PNG, JPEG or PDF, up to 5 MB each.

What the technical details contain#

Click Technical details are included to see exactly what is sent: the app version, your browser, screen size and time zone, your roles, the kind of page you were on (for example /patients/[id], never the record itself), the last few requests that failed with their error codes, recent app errors, whether you were online, and the error you reported from. It never contains names, what you typed into forms or what the page showed.

The screen recording#

While you work, NeatPractice keeps a recording of the last few minutes of the app in your browser's memory. It is never written to your device and never leaves the browser on its own: it is lost when you reload or close the tab. When something goes wrong (a request fails or an error screen appears), the two minutes before it are kept for the rest of the session, up to the last three errors.

A problem report attaches the last five minutes plus those error clips, so the team can see what led up to the problem. Everything you type is hidden in the recording, and drawings on canvases are not recorded. The form says A screen recording of the last few minutes is attached; click Remove Recording to send the report without it. The recorder stays off on slower devices and switches itself off if it slows the page down.

Automatic problem reports#

When the app crashes, a request fails on the server, or the same request keeps failing, NeatPractice sends a problem report on its own, with the technical details and the screen recording but no screenshot and nothing you wrote. A small message says We sent a problem report; click Add details to say what you were doing. The same error is reported once a day for your clinic (later ones are counted on that report), and nothing is sent while you are offline or when a form simply asks you to correct a field.

An automatic report reaches only the NeatPractice team. It appears in My requests once you add details or the team replies. If the team does not need to follow up, it resolves on its own after 14 days.

Clinic administrators can turn this off in Clinic settings under Support, with Send automatic problem reports (on by default).

Ask a question or request a feature#

1. Choose Ask a question or Request a feature.
2. Enter a Subject and your Message (for a feature, Describe the idea), and check the Area of the app and the Priority.
3. For a feature request, leave Also post it on the ideas board on to put it on the Ideas board as well, where other clinics can vote for it once the team reviews it.
4. Click Send Request.

Follow the conversation#

My requests lists your requests with their status and last activity. A New reply badge marks requests where support is waiting on you. NeatPractice administrators see every request the clinic opened; everyone else sees their own. The subjects, messages and technical details are kept with your clinic's own records, and a clinic data export includes them.

Click a request to read the conversation, open its files and see the technical details that were sent. Type in Reply, add files if you need to, and click Send Reply.

The NeatPractice team may also turn a feature request into an idea on the board. You get a notification, and the request shows On the ideas board.

Mark it resolved#

When your question is answered, open the request, choose Mark Resolved from the actions menu, optionally rate the help from 1 to 5 and click Mark Resolved. Support can also resolve a request when it replies.