A good defect report lets us reproduce the problem on our side and fix it, without coming back to you for more detail. Here is what to send.
Before you report it
Refresh the page (Ctrl+Shift+R, or Cmd+Shift+R on a Mac) and try again.
Check whether it affects one record or many.
If the data comes from your ERP, check the value there first. If the source is wrong, Kolleno is showing it correctly.
Where to report it
Raise defects in the Service Desk Portal, or email support@kolleno.com, which creates the same ticket. Either way it is assigned to a Technical Support Engineer you can follow up with.
Live chat is best for quick questions rather than defects. See Choosing the Right Communication Channel for Support.
What to include
A clear title. "Invoice balance goes negative after a second manual payment", not "Invoice issue".
Steps to reproduce. Numbered, starting from a page we can both reach. This is the most useful thing you can send us.
Expected and actual result. What should have happened, and what did. It is often the only way we can tell a defect from intended behaviour.
The URL. Copy the full address from your browser bar for the exact page. Add the entity name if you manage more than one.
One or two examples. Invoice numbers, customer names or payment IDs, linked where you can. Two is enough for us to spot what they have in common.
When and how often. Date, time and time zone, and whether it happens every time, sometimes, or once only.
Who is affected. Just you, your team, or your customers. This is how we prioritize, so if work has stopped, say so in the first line.
Evidence. A screenshot of the full window including the address bar, the exact error wording, or a short Jam recording for anything hard to describe.
Support access. Turn it on under Personal Settings, then Grant support access, so we can see what you see (guide).
Never send passwords, API keys or full card details. Kolleno Support will never ask for your password.
Copy and paste template
Summary: one line describing the problem
URL: full link to the page where it happens
Entity: if you manage more than one
Steps to reproduce:
1. Open invoice TEST-INV-12
2. Apply a manual payment of 100.00 GBP
3. Apply the same payment again
Expected: the second payment is rejected
Actual: the balance goes to -100.00
Examples: invoice numbers or customers, with links
First seen: date, time and time zone
How often: every time / sometimes / once
Who is affected: just me / my team / our customers
Attachments: screenshots, Jam link, exports
What happens next
We try to reproduce it using your steps, then pass it to engineering or come back to you with what we found.
Updates are posted on the ticket, so please reply there rather than opening a new one.
Raise one defect per ticket. Three problems in one thread means all three wait for the slowest.