For questions specific to product support, please follow the methods below to get help from a product specialist.
Important: For all other inquiries—including questions related to billing, sales, or account management—please visit Support.
Method One: Chat with Apricot Support
Apricot Chat is an integration with Intercom that allows users to search for help articles and chat with support while logged into Apricot. This allows clients to get help right while they’re in the product and streamlines our support team's workflow! Learn more about Chat here.
Method Two: Create a Case Via Help Center
Learn how to access the Apricot Support Portal and create a case with Apricot Support here among other resources.
Method Two: Email Apricot Support apricot@bonterratech.com
This method should be used if Apricot is completely down, if you are unable to access the Help Center for any reason, or if you are forwarding important context from previous emails. We only receive an email address and the information within the e-mail, so this method has a higher risk of us having to have more back-and-forth to investigate the issue. It's extremely important to include the following:
Your Apricot Username (if different from the email you sent from)
Your Organization's full legal name
Your full Name
The URL to the record or report with the issue
Report and/or form name
Reproduction Steps so we may reproduce the issue
Screenshots if available (please include the entire Apricot screen, do not send just a clipping of the error message)
What Should Always Be Included (Non-Report Issues)
We will be assuming that you are submitting a case via the Help Center and will not be listing items that are automatically provided to us using this method (such as Organization Name).
URL: This is what you find in the address bar of the browser. This will lead us to exactly where you are in the system. You may provide us with as many URLs as are relevant to the issue. The URL will always start with "https://apricot.socialsolutions.com/" and you should always copy/paste the entire URL.
2. Screenshot: Screenshots allow us to see what you see and should be included whenever possible. If it is a screenshot of an error we do require that the entire Apricot screen is visible (this includes the URL/address bar of the browser as well). If there is sensitive client information and you absolutely cannot provide a screenshot we do understand. You can "blank" out the information by using photo editing software or by inserting a "Shape" over parts of the image if you are using a word processing program, for example.
3. Reproduction Steps: this is extremely important. Even if we have a screenshot and the URL, it is not always enough information for us to reproduce the issue. In many cases the error only happens after a specific set of actions. Included in these steps should also be the expected result of those actions. Below is an example of how to submit reproduction steps:
Choose "Option 1" within "Field A"
Save Record
Notice an error pops up
We should see the "Record Saved" popup
4. Deadline: It is also helpful for us to understand if you have a pertinent deadline. For example, "this is due in exactly 1 week on this date."
What Should Always Be Included (Report Issues)
URL
Screenshot (whenever possible)
Every filter value being used (if it is different from what originally loads with the report)
A description of why the report is wrong
If a result is missing from the report we will need the URL to the record that is missing
Any pertinent reporting deadline
Below is an example of what should be included:
This is the report: https://apricot.socialsolutions.com/report/run/report_id/8
No screenshot, sensitive information
Filters I'm usingStart Date = 01/01/2018End Date = 01/30/2018Program = A
The report is wrong because there are clients missing
This is the URL to a client's Program Enrollment record that is missing from the report: https://apricot.socialsolutions.com/document/edit/id/126/parent_id/114
Deadline: this is due in exactly 1 week on 02/02/2018
Hints and Tips
You cannot attach a Screenshot to a Case via the Help Center upon creation but you can after you click "Save"
Hover over "Attachments"
Click "Attach File"
Familiarize yourself with Apricot's Glossary of Terms
Be aware of deadlines! We advise to submit Cases as soon as possible to ensure there is enough time to resolve. For example we advise to run reports at least one week in advance of deadlines to ensure it runs properly and the results are correct. That way, if they are not, we will have enough time to better assist in advance of your deadline.