Get help and send feedback

Stuck on something, found a bug, or have an idea that would make your day easier? You can reach the Site Connect support team from inside the hub — no need to write an email. Every request is tracked: you can see where it stands, read our replies and answer in the same thread.

Top bar: Help

How getting help works

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Problems go through a request. The assistant can explain how Site Connect works, but it can't see or change your company's data. For a bug, a data problem or a billing question, send a request — the support team tracks it in My requests until it's closed.

Open the help menu

In the hub, select Help in the top bar (on a narrower window it's just the question-mark icon). A menu opens:

Choice	What it does
Chat with us	Chat with the Site Connect Assistant, a virtual assistant that answers from this guide and can bring in the support team. Shown when chat is available for your hub.
Send feedback / Report a problem	Opens a short form to ask a question, report a bug, give feedback or request a feature.
My requests	Lists every request you've sent, with its status and our replies. A number shows how many have a new reply.
Help center	Opens this guide, docs.siteconnect.ai, in a new tab.

On the mobile app

In recent versions of the Site Connect app, open the Personal tab › Help & feedback for Send feedback / Report a problem, My requests and Help center. Don't see it? Update the app, or send requests from the hub on a computer or in your phone's browser at hub.siteconnect.ai.

Chat with us

1. Open the chat

   Select Help › Chat with us. The Site Connect Assistant greets you.

2. Ask in your own words

   For example "How do I publish next week's schedule?" The assistant answers from this guide, with the steps to follow.

3. Turn it into a request when needed

   If something is broken, or it's about your data or billing, the assistant suggests sending a request and fills in the form from your conversation — the form says Drafted from your conversation — review, edit if needed, then send. Check it and select Send request.

4. Ask for a person

   Say you'd like to talk to someone. The assistant asks a member of the Site Connect support team to join; they reply right in the chat, and you also get an email.

The buttons under the chat — Send feedback or report a problem and My requests — are always there if you'd rather go straight to a request.

Send a request

1. Open the form

   Select Help › Send feedback / Report a problem.

2. Title

   Enter a short Title — for example "Can't check in at the Maple Street site".

3. Type (optional)

   If the form offers a Type, pick one: Question (how to do something), Bug report (something doesn't work the way it should), Feedback (what works well or feels clumsy) or Feature request (something you'd like Site Connect to do).

4. Details

   Describe it in the Details box. The more specific, the faster we can help (see the tips below).

5. Screenshots

   Paste a screenshot straight into the details box with Ctrl+V (Windows) or Cmd+V (Mac), or select Attach screenshot / file to pick a file from your computer.

6. Send it

   Check Email for replies — it's filled in with your email — and select Send request.

You'll see Request sent with your request number, and the request appears under My requests. We also send you an email to confirm we received it.

What makes a great bug report

• What you were trying to do, step by step.
• What you expected to happen, and what happened instead.
• Which page you were on in the hub, or which screen of the app.
• A screenshot — especially of any error message.
• For app problems: whether you were on an iPhone or an Android phone, and the app version (shown at the bottom of the Personal tab).

Follow up on your requests

Select Help › My requests to see everything you've sent. Each card shows the title, the status, the request number and who on the support team has it.

Each request shows its status:

Status	What it means
Received	We have your request and will look at it shortly.
Assigned	A member of the support team has picked it up.
In progress	We're working on it.
Waiting for your reply	We need something from you — an answer, a screenshot, a detail. Please reply so we can continue.
Resolved	We believe it's sorted. If it isn't, reply and tell us.
Reopened	The request was opened again and we're back on it.
Closed	The request is finished.

A red dot next to a request means the support team has replied since you last looked.

Reply to the support team

1. In My requests, select the request. The whole conversation opens.
2. Type in Reply to the support team… and add a screenshot if it helps.
3. Select Send reply.

There's no need to send a new request to add information — keep it in the same thread. Once a request is Closed, you can't reply to it any more (This request is closed. Need more help? Send a new request.) — send a new one with Help › Send feedback / Report a problem.

Email updates

We email you, in English:

• when we receive your request,
• when the support team replies to you, and
• when your request is resolved.

The View your request button in the email opens My requests in the hub. You can always read the full conversation and reply there.

Before you send: quick checks

Many questions are answered in a minute here:

• New to Site Connect? Follow Getting started step by step.
• Common questions: see the FAQ.
• Crew member can't sign in or doesn't see their tasks? See Get the mobile app — and remember that scheduled tasks stay hidden from the crew until the schedule is published.
• A page is missing from your menu? Your role may not include it — see Roles and permissions.