Reporting a problem with the ladybird button and tracking it
How to send an effective report to Klyra support and track the status of your request.
The ladybird-shaped button available on every Klyra screen opens a direct channel to support, with the screen and some technical information automatically attached. A well-written report gets solved much faster than a generic description.
What a report includes automatically
When you open the ladybird button, Klyra automatically attaches the screen you are on, your role, the active site and technical information about the device: this avoids explaining everything from scratch and speeds up the support team’s analysis.
How to write a useful report
Describe what you were trying to do, what you expected and what actually happened instead: a message with these three elements lets support reproduce the problem without back-and-forth questions.
- What you were trying to do
- What you expected to happen
- What actually happened, with any error message
Tracking the status of your request
Every report sent gets a reference number and stays available in the support requests section, where you can see whether it has been taken over, whether more information is needed from you, or whether it has been resolved.
When to use the ladybird instead of other channels
The ladybird button is the most effective channel for technical problems and malfunctions because it carries the screen context; for commercial or billing requests, the subscription section is preferable instead.
Cosa trovi in questa guida
- problem report
- ladybird support button
- support ticket
- request status
- contacting support
Passaggi
- Identify the problem on the screen where it appears.
- Tap the ladybird-shaped button visible at the bottom.
- Describe what you were doing, what you expected and what happened.
- Attach a photo if the problem involves a physical device such as a printer.
- Send the report and note the reference number received.
- Check the support requests section to track the status.
- Reply quickly if support asks for additional information.
Problemi frequenti
- The report gets no reply for days → check that you entered a valid contact and check spam if a reply is sent by email.
- Support asks for information you thought you had already given → add it to the request anyway, sometimes more precise details are needed to reproduce the case.
- You cannot find the ladybird button on a screen → check you have the latest app version, the button is present on all main screens.
- You sent the same report several times → avoid duplicates, update the existing request with new details instead.
Domande frequenti
How long does support take to respond?
Response time varies with the severity of the reported issue; blocking requests are handled with priority.
Can I report a problem from Kiosk or Station too?
Yes, the ladybird button is also available on the shared tablets used on site.
Do I need to attach a screenshot manually?
No, the screen is attached automatically; you can still add other photos if useful, for example of a physical device.
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