Explore the Wolf Knowledge Base: Before reaching out to support for assistance with using the product, take a moment to explore our extensive knowledge base. You might uncover valuable articles that address your query. If there isn’t an article that answers your question, proceed to contact support – and we’ll get an article answering that question added to the knowledge base shortly.

Clearly Define the Feature: Be specific about what you envision the feature to do and how it would benefit you and other users. Providing clear and concise information will help us understand your request better. A member of WOLF’s product team will likely follow up to ensure we have a complete understanding of the request

Provide Context: When communicating your feature request, provide context by explaining why you believe the feature is necessary or beneficial. Share any relevant examples or scenarios where the feature would come in handy. The more context you provide, the easier it will be for support to communicate the request to the product team.

Review the WOLF Knowledge base: Sometimes, a perceived bug may be the expected behavior of the platform based on its configurations. Checking the knowledge base can help uncover other platform settings that may resolve your issue, as well as provide information as to how you can troubleshoot further independently.

Provide Detailed Information: When reporting a potential issue, be as detailed as possible. Include relevant client or candidate names, IDs, account numbers, or any other identifying information. The more specific you are, the easier it is for the support team to pinpoint the problem.

Utilize Screen Recordings: In some cases, a screen recording can offer a clearer picture of the problem than static screenshots. Use screen recordings to capture the issue as it occurs and include the recording with your report. This can be particularly useful for demonstrating complex workflows or intermittent issues. We suggest making use of free tools like the Soapbox Wistia Chrome extension or Loom.

Attach Screenshots: If your issue is related to a specific error message, user interface problem, or any visual aspect, including screenshots can be immensely helpful. Take screenshots of the error message or the screen where you encountered the issue and attach them to your report.

Include Links: If the problem is occurring within a specific platform, whether admin, candidate or client platform or the app, be sure to provide direct links to the affected pages. This makes it easier for support personnel to access the exact location of the issue and investigate further.

Explain the Context: Along with providing technical details and visual aids, provide context for the issue you're experiencing. Describe what you were doing when the problem occurred, any steps you've already taken to try to resolve it, and any relevant background information. This can help support teams understand the issue more comprehensively and suggest appropriate solutions.

Be Responsive: Once you've reported the problem, be responsive to any follow-up questions or requests for clarification from the support team. Promptly providing additional information or assisting with troubleshooting efforts can expedite the resolution process.

Follow Up: If you haven't received a response or solution within one business day, don't hesitate to follow up on your report, especially if the issue has occurred again or you have additional information to provide.