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Best Practices for Creating a Case via Jira or Email

Raise clear support cases via Jira or email to help our team resolve your issues efficiently.

Kolleno Support avatar
Written by Kolleno Support
Updated over a week ago

When raising a case via Jira or email (support@kolleno.com), providing the right details helps our team resolve your issue faster.

How to Submit a Good Support Case

1. Describe the Issue Clearly

Tell us:

  • What happened

  • What you expected to happen

Example:

“Multaple manual payments applied for invoice causing a negative balance, could this please be reset back to 0. The invoice is TEST-INV-12 here is the URL to the customer’s invoices.”

2. Grant Support Access

3. Include Entity & URL

  • If you manage multiple entities, mention which one has the issue.

  • Always include the Kolleno URL (it helps us locate the issue instantly).

4. Add 1–2 Examples

  • Include invoice numbers, payment IDs, or customer names if relevant (Include URLS to track the case instantly)

  • Use hyperlinks when possible:

Example: Invoice with manual payments applied: TEST-INV-12

How to Make a Link

  1. Write the customer’s name — for example:

    Kolleno Support Test Customer

  2. Highlight the name.

  3. Copy the link (URL) you want to use.

  4. Add the link:

    • Right-click the highlighted name.

    • Click “Paste” or “Insert link.”

5. Include Screenshots

  • Show the full screen, including the URL.

  • For ERP issues (e.g., NetSuite, Business Central), include screenshots from both systems.

Bad: cropped or partial image

Good: full screen with URL visible:

https://app.kolleno.com/customers/invoices/9e747b21-4f88-404d-b5d3-927c82447430/d67f0362-c652-4000-855b-2a3df77256c7

6. Attach Files Clearly

  • Use clear names like invoice_sync_error.png.

  • Attach files directly don’t embed them inside emails.

7. Record a JAM (for complex or non-replicable issues)

If you see an error, a strange behavior, or something you can’t easily describe in writing, please record a short video using JAM.

Why JAM helps:

  • It captures your screen, mouse actions, and any error messages in real-time.

  • It saves you from typing long explanations.

  • It helps our team see exactly what you’re experiencing, even if we can’t reproduce it on our side.

How to record a JAM:

  1. Go to jam.dev.

  2. Click “Start Recording” (you can record your browser tab or full screen).

  3. Reproduce the issue as you normally would.

  4. When finished, click “Stop” and share the link in your support case or email.

Example:

“Here’s a JAM showing the error message when applying a manual payment: [JAM link]”

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