Chapter 19: Help Center, Bug Reporting & Getting Support
No software is perfect, and your team should never feel stuck or frustrated when something doesn't work as expected. SG Lead Pro includes a built-in Help & Support system accessible directly from the sidebar — no need to email, search for a support address, or wait on hold.
#1. The Help & Support Sidebar Section
At the bottom of the left sidebar, you will find a dedicated Help & Support section with three quick-access items:
| Sidebar Item | What It Does |
|---|---|
| 🐞 Report Bug / Error | Opens the Bug Report panel to describe an issue, attach screenshots, and send it directly to the SG Lead Pro support team |
| 📖 User Manual | Opens this documentation in a new tab so you can read guides while staying on your current screen |
| ❓ Help Center | Opens the full Help & Support center with quick answers, tips, and the option to send a support message |
These are always visible, regardless of which page you are on. You never need to leave the CRM to ask for help.
#2. Reporting a Bug or Error
If you notice something broken — a button that doesn't respond, a page that shows an error, a number that looks wrong, or a feature that isn't saving — you can report it in under 60 seconds using the Bug Reporter.
#How to Submit a Bug Report:
Step 1 — Open the Reporter Click 🐞 Report Bug / Error in the sidebar. A panel slides up from the bottom of the screen.
Step 2 — Select the Category Choose what type of issue you are experiencing:
| Category | When to Use |
|---|---|
| 🐞 Bug / Broken Feature | A feature that used to work has stopped working |
| ⚠️ Page Error / Crash | The page went blank, showed a red error screen, or crashed |
| 🎨 UI / Display Glitch | Something looks visually broken (overlapping text, missing button, wrong color) |
| 🐌 Slow Performance | Pages are loading very slowly or timing out |
| 💡 Other / Assistance | You need help with something or want to ask a question |
Step 3 — Set the Severity Tell us how urgently this needs to be fixed:
| Level | Meaning |
|---|---|
| 🔴 Critical | You cannot use the CRM at all. Business is blocked. |
| 🟠 High | A core feature (leads, tasks, visits) is broken. |
| 🟡 Medium | Something is wrong but you can work around it. |
| 🟢 Low | A minor cosmetic issue or a question. |
Step 4 — Write a Brief Description In plain language, describe:
- What you were doing when the problem occurred
- What you expected to happen
- What actually happened
There is no need to use technical language. Just describe it like you would explain it to a colleague.
Step 5 — Attach a Screenshot (Highly Recommended) Screenshots are the single most helpful thing you can include in a report. The bug reporter gives you three ways to attach one:
- 📸 Capture Screen button — Instantly takes a snapshot of your entire current screen and adds it to the report automatically. This is the easiest and fastest option.
- Ctrl + V (Paste) — If you already took a screenshot using your keyboard's Print Screen or Snipping Tool, paste it directly into the panel.
- Drag & Drop / Browse — Drag an image file from your computer directly into the panel, or click to browse and select a file.
You can attach multiple screenshots if needed (up to 5 images).
Step 6 — Submit Click the Submit Report button. Your report is instantly:
- Saved in the CRM's internal log with a unique reference number (e.g., BUG-20260905-A4XZ)
- Emailed to the SG Lead Pro support team at support@sgleadpro.com with your screenshots attached
- Tagged with your name, company, the page you were on, your browser, and your screen size — so the support team has full context without needing to ask follow-up questions
You will see a confirmation toast message:
"Bug Report #BUG-20260905-A4XZ sent to support@sgleadpro.com!"
#3. What Happens After You Submit
Once your report is received:
| Step | What Happens |
|---|---|
| Within 1 hour | The support team receives an email with your full report and all screenshots |
| Within 1 business day | A support team member reviews the report and may reply to your registered email address |
| For Critical issues | The team prioritizes immediate investigation |
| For Low / Medium issues | Added to the product backlog and addressed in the next update |
The unique reference number (e.g., BUG-20260905-A4XZ) is your tracking ID. Keep it for your records if you want to follow up.
#4. Automatic Diagnostic Information
Every bug report automatically includes the following diagnostic information so the support team can reproduce the issue without asking:
| Diagnostic Field | Example Value |
|---|---|
| Page URL | https://sgleadpro.com/leads/142 |
| Screen Resolution | 1920 × 1080 |
| Browser | Chrome 127, Windows 11 |
| Your Name & Company | Rajesh Kumar — XYZ Realty |
| Time of Report | 05 Sep 2026, 01:30 PM IST |
This information is collapsed by default in the panel but is always included in the email.
#5. Tips for a Great Bug Report
The better your report, the faster the fix. Here are a few tips:
- Be specific about steps: Instead of "the button didn't work", write "I clicked Save on the Follow-up Task form, the loading spinner appeared for 3 seconds, and then the form closed without saving the task."
- Always attach a screenshot when possible — even a blurry phone photo of your screen is helpful.
- Report each issue separately — if you noticed two different problems, submit two separate reports so each gets its own tracking number.
- Don't report the same bug twice — if you already submitted a report, there is no need to submit again. The team has it.
#6. Frequently Asked Questions About Support
Who receives my bug report? Reports are sent to the SG Lead Pro technical support team at support@sgleadpro.com. Your report is not visible to other users in your company.
Is my data shared when I submit a report? Only the diagnostic information listed above is included (page URL, browser, screen size, your name and company). Your customer data, lead records, and personal notes are never included in bug reports.
Can I report a feature request instead of a bug? Yes! Use the Other / Assistance category and describe the feature or improvement you would like to see. The team reads every submission.
I submitted a report but haven't heard back. What do I do? Please allow at least 1 business day for a response. For urgent issues, use the Critical severity level when submitting.
Can I submit a report from my mobile phone? Yes, the Bug Reporter is fully functional on phones and tablets. The Capture Screen button works on mobile browsers too.