When a support case makes sense
A support case is the right place for day-to-day issues that stop work from moving cleanly through the system. That can include a questionnaire that is not pulling through matter data, a clause bank item that is not appearing where it should, or a template that needs a careful check after an internal update.
It also suits small process questions around document generation, user access, review steps and the way files are stored in the cloud. If the matter is linked to a contract, will, lease, letter of demand or conveyancing pack, the more exact the notes the easier it is to trace the problem.
What to include in the case notes
Clear notes help the team see where the workflow broke. A short summary is enough to start, but the useful detail lives in the file name, the template title, the matter number and the point where the document went off track.
- The document type and matter name
- The template or clause bank item involved
- The user name and office, if several branches are active
- The fields that stayed blank or carried the wrong text
- Any recent template edits, uploads or permission changes
If the issue is on a live matter, mention whether the draft was built from a new questionnaire or from an older file. Getting that detail right cuts down on checks later.
Steps that help us trace the fault
Start by opening the matter and checking whether the right template library entry is in use. Then look at the questionnaire answers, merge fields and clause selections, because one missing value can affect the whole document set.
- Confirm the correct matter data is loaded
- Open the latest template version
- Check whether any conditional questions were skipped
- Review sign-off notes if the document had already been checked
- Save any error text or unusual screen message exactly as shown
Where possible, keep one clean example and one broken example. Comparing the two often shows whether the issue sits in the data, the template or the workflow settings.
How setup issues are usually handled
Some cases turn out to be setup gaps that need adjustment. A questionnaire may need its wording tightened, a clause bank item may need a different trigger, or a matter data field may need a better label so staff stop entering mixed values.
For firms working across Johannesburg, Pretoria, Cape Town, Durban or Bloemfontein, branch differences can also show up in the process. A support case can point out which team is affected, which role needs access and whether the problem sits in onboarding, training or document control.
Attachments that help the review
Attachments are useful when they show the exact point where the workflow changed. A redacted draft, a screen capture of the field set, or a copy of the clause bank entry can give enough context without exposing more matter detail than needed.
- Redacted document or PDF export
- Screen capture of the questionnaire page
- Template name and version number
- Any notes from the user who prepared the file
- A short list of steps already tried
Where the matter includes personal information, only send what is necessary for the check and keep the rest out of the file. POPIA-aware handling matters here, especially when files move between staff, branches and review stages.
After the case is logged
Once the details are in, the case can be routed to the right person for checks on templates, workflows or user setup. Some issues need a small correction in one place, while others need a wider look at the mapping between matter data and the final document.
If the matter involves an onboarding, training or workflow tuning question, the notes can be joined up with the relevant service area so the fix fits the way the firm actually works. That keeps the correction practical and avoids patching one file while the same problem sits in the background.
