How to submit an internal issue

In this article:

What kind of things can be an internal issue?

Any issue you find in the system. If it takes you more than 10 minutes to figure out how to complete something, please feel free to submit an internal issue so we can support you. If you can ask your question without client identifying information, you may email it to our helpdesk (

Common Internal Issues:

  • Report results do not appear as expected.
  • Delete requests
  • System errors.

Submitting an Internal Issue

On any page where there is an error, or you have a question requiring client-identifying information to answer, go to the bottom left corner and click on the question mark (?).

Click on ‘Report an issue.’

This form is like sending us an email but is secure, so you can include client identifying information.

Please include everything you can in the issue (including screenshots). Often we cannot correct your issue if we cannot recreate it. The more information you provide, the better our chance to recreate your issue.

You can attach files by clicking ‘click here to attach a file or drag-and-drop.’

When you submit the issue, you’ll get an automatic email from ClientTrack that looks like this:

Responding to your issue

You’ll get an email when we respond with a link to view the issue. Note that you’ll need to be logged into ClientTrack for the link to work.

You can also find your internal issues by going to the home workspace, clicking on My ClientTrack, and clicking on My Submitted Issues.

Our response will look something like this, and you may need to scroll to see the entirety of the message.

Scroll to the bottom of the issue and add a new note.

If you have anything else to add to the issue, you can add a note, click ‘New Note,’ add your comment, then click ‘Save the note.

Closing the issue

Add a note by clicking ‘Save and close the issue.’

Click how you verified the issue (most likely in production), and click verify.

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