Getting Help

Help is always one click away in Outlaw Practice. The support messenger lets you start a conversation with the Outlaw team or search this documentation without leaving the page you’re on.

The Support Messenger

Once you’re signed in, a small support button sits in the bottom-right corner of the app. Select it to open the messenger. It has three tabs:

• Home: start a new conversation, report a bug or request a feature, go back to your earlier conversations, or search for help. Our support hours (Monday through Friday, 8 a.m. to 5 p.m. Central) are shown here.
• Messages: your conversations with support. Each issue gets its own thread, so starting a new conversation leaves earlier ones unchanged. Choose New conversation to raise something new, or open a thread to read replies and answer them. A dot on the tab means support has replied.
• Help: this documentation, right inside the messenger, so you can read an article while the app stays open beside it.

The messenger knows who you are. When you start a conversation, support sees your name and email address, so you don’t need to explain which firm or account you’re writing from. If you use different accounts in different browser tabs, each tab’s messenger uses the account signed in to that tab.

The messenger connects to our support system directly, not through the app’s own servers. If the messenger won’t open at all, email us instead (see below).

Reporting a Bug or Requesting a Feature

On the messenger’s Home tab, choose Report a bug or request a feature, then pick which one you’re doing.

• Report a bug: give it a short title, then describe what you did, what happened, and what you expected. Only What happened is required of the three. Under When it last happened, an approximate time is fine; it helps us find the right records on our side.
• Request a feature: give it a short title and describe what you need and the problem it solves for you.

The report includes the page you were on and, if a case, lead, contact, or task was open, which one. It never includes anything from that record. Choose Send bug report or Send feature request, and your report opens as its own conversation in Messages, where our replies arrive. A report you haven’t sent yet is kept until you send it or sign out.

If you can’t sign in, you can still report a problem: open the messenger on this support site, and the same form asks for an email address where we can reach you.

The Support Page

Open your avatar menu and choose Support. The top of the page has four commands:

• Start a support conversation opens the messenger to a new conversation.
• Report a bug or request a feature opens the messenger’s report form.
• Search documentation opens the messenger’s Help tab.
• Email support starts an email to support@outlawpractice.com in your email program.

Below them, the page shows the exact Client Version and Server Version you’re running. Include them when you report a problem.

Help Buttons Throughout the App

Some pages and panels have a help button marked with a graduation cap. Select it to open the matching article in the messenger’s Help tab.

If something goes wrong and the app shows an error screen, its here link starts a new support conversation, its report this as a bug link opens the report form, and the screen also gives our email address.

What to Include

The fastest answers come from messages that say:

• what you were trying to do, and on which page or record;
• what you expected to happen, and what happened instead;
• any error message, word for word;
• the client and server versions from the Support page.

You can also email support@outlawpractice.com at any time.