Help Center
Contact Support
Support Email
Email: developers@clovity.com
Response Time: Within 1–2 business days for standard issues; same business day for critical (app completely non-functional) issues.
Before Contacting Support
To help us resolve your issue faster, try these steps first:
- Check Documentation - review the FAQ and Troubleshooting Guide in this Help Center
- Verify Your Setup - confirm you can access the app from Apps in the Jira top nav; check your role under Settings → My Permissions
- Try Basic Fixes - refresh the page (Ctrl+F5), try a different browser, clear browser cache
What to Include in Your Support Request
| Information | Example |
|---|---|
| Jira Site URL | https://yourcompany.atlassian.net |
| Module | Time Tracking / Capacity / Backlog / Portfolio |
| Section | Report Builder / Backlog Table / Gantt Chart / etc. |
| Issue Description | Report shows no data when filtering by Project X |
| Your Role | Helps us check if it's a permissions issue |
| Screenshots | Shows exactly what you're seeing |
| Console Errors | F12 → Console tab - copy any red error messages |
| Browser & Version | Chrome 120, Firefox 121, Safari 18, etc. |
Typical Resolution Times
| Issue Type | Typical Time |
|---|---|
| Configuration help | 1–2 business days |
| Bug reports | 2–5 business days |
| Feature requests | Logged for review; no guaranteed timeline |
Feature Requests
Email developers@clovity.com with subject: "Feature Request: [Brief Description]"
Include what you want to accomplish, why it would be valuable, and current workarounds. All feature requests are reviewed by the product team weekly.