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Feedback and support

Every pack has a route back to whoever publishes it, and it runs through the App you installed rather than the listing you installed it from.

Why it exists​

An installed pack has a publisher who can actually fix it, which is a better destination for "this chart double counts refunds" than your own support queue. Sending it from inside Informer means the publisher receives it already knowing which pack you are talking about.

From an installed App: the full conversation​

Open the App and choose Support & feedback… from its actions menu, which appears only on Apps that came from the Marketplace.

This is a support system rather than a message box. A new item asks for:

  • Subject, a short summary.
  • Type and Priority.
  • Area, narrowing it to a part of the App. Not sure is offered and is a valid answer.
  • Details, prompted with "What happened, or what would you like to see?"

You can attach images, which is usually worth more than the paragraph describing what you saw. If you close a half-written item, Informer checks first: "Discard this draft? Your feedback hasn't been sent yet."

Crucially, items sent here do not disappear. All feedback lists everything you have raised for that pack, and opening one shows the thread: your notes and the publisher's replies, each side labelled Publisher or Customer, with the status changing as they triage it. You reply in the same place with Add a note….

Publishers can also leave notes marked Internal. Those are theirs, not part of the conversation you see.

Before you install​

Feedback runs through the installed App, so a pack you are still deciding on has no route through Informer. The Publisher tab on the listing is the one to use: Get support and Visit website, plus their other Apps and how long they have been publishing. It is also the better door for an account or contract question, which is not a bug report whether or not you have installed anything.

Troubleshooting​

  • Feedback would not send. The panel reports the failure and keeps the draft, so retrying does not mean retyping it.
  • There is no Support & feedback… on an App you installed from the Marketplace. That action needs the App to resolve to its installed pack. An App that has lost its link to its listing loses this too, the same condition as a missing version badge: see Updates and uninstalling.
  • You need a response and the thread is quiet. Feedback reaches the publisher, not Entrinsik. For an App you depend on, the publisher's own support channel on the Publisher tab is the escalation path.

Related: Installing an App for the rest of the listing, and Updates and uninstalling if the answer turns out to be a newer version.