Help & Support
Contact Support
How to get help from the Custom Charts & Dashboards support team.
Support Email
Email: support@clovity.com
Response Time: Within 1-2 business days
Before Contacting Support
To help us resolve your issue faster, please try these steps first:
1. Check Documentation
- FAQ - Common questions answered
- Troubleshooting - Step-by-step issue resolution
2. Test Your JQL
- Go to Jira's issue navigator
- Test your JQL query there first
- Verify it returns expected results
3. Try Basic Fixes
- Refresh the dashboard
- Try a different browser
- Clear browser cache
What to Include in Your Support Request
Required Information
| Information | Example |
|---|---|
| Jira Site URL | https://yourcompany.atlassian.net |
| Gadget Type | Custom Charts / Issue List / Dynamic Filter Controller |
| Issue Description | Chart shows no data when filtering by Sprint |
Helpful Additional Information
| Information | Why It Helps |
|---|---|
| Data Source Type | Projects, Saved Filter, JQL, or Controller |
| JQL Query | Exact JQL you're using |
| Screenshots | Shows exactly what you're seeing |
| Error Messages | Exact text of any errors |
| Browser & Version | Chrome 120, Firefox 121, etc. |
Response Process
What Happens After You Contact Us
- Acknowledgment - We confirm receipt (usually same day)
- Review - We investigate your issue
- Follow-up - We may ask clarifying questions
- Resolution - We provide a solution or workaround
- Verification - We confirm the issue is resolved
Typical Resolution Times
| Issue Type | Typical Time |
|---|---|
| Configuration help | 1-2 business days |
| Bug reports | 2-5 business days |
| Feature requests | Logged for review |
Feature Requests
We love hearing your ideas! To submit a feature request:
- Email support@clovity.com
- Subject: "Feature Request: [Brief Description]"
- Include: What you want to accomplish, why it would be valuable, current workarounds
Vendor Information
Company: Clovity
Support Email: support@clovity.com