PRING HelpContact support: inquiry number and ticket
Press Contact support (サポートに問い合わせ) on the Help tab of the settings screen, or on an error message, to write to PRING from inside the plugin. Choose a type, enter a subject, details and a reply address, and press Send. You get a ticket number, and replies go to your email address. The screen, plugin version, browser and inquiry number are added for you. Record values and files are not sent.
Steps
1. Press Contact support
On the settings screen, press Contact support under the links on the Help tab. After an export fails, press Contact support on the Inquiry number row of the error message. Opened from a failure, the dialog already has that failure's inquiry number.
2. Choose the type
Choose Type: Bug, How to use, Billing, Request or Other. Opened from a failure, Bug is preselected. Opened from the Help tab, How to use is preselected.
3. Enter the subject and details
Enter Subject (up to 120 characters) and Details (up to 4,000 characters). Say when it happened, which app and record, which button you pressed, and what the screen said. This makes it faster to check.
4. Check your name and reply address
Your name and Email address for replies are filled in from the kintone user who is signed in. The reply address is required. Change it if you want replies to go somewhere else.
5. Check Information sent and press Send
Below the form, Information sent lists the screen, plugin version, browser and inquiry number. Check it and press Send. When you see Received with a ticket number, it is done.
Before you contact us
- When an error is on screen, press Copy and keep the inquiry number. Even after you close the dialog, the number lets us find the request.
- For contract and token messages, see Connection tab. For common symptoms, see Troubleshooting.
What happens after you send
- A ticket is created and a number such as “Ticket number S261025-7K3Q” appears on screen (the number here is an example).
- Replies go to the reply address you entered.
- If you write again, include the ticket number.
What to include in the contact form
If you use the contact form, write:
- Your kintone subdomain (for example acme.cybozu.com)
- The app name, record number and the button (template ID) you pressed
- The first line shown on screen (kintone side, PRING server or connection) and its reason
- The inquiry number (copy it with Copy)
- The plugin version (shown under Information sent in the Contact support dialog)
Related pages
Frequently asked questions
What is the inquiry number?
A 26-character number attached to each request to PRING, such as an export. If a kintone operation fails, a number is created at that moment too. It appears next to Inquiry number in the error message; press Copy to copy it. With this number, PRING can find that request in its records.
What are the 3 categories shown in an error?
"An error occurred on the kintone side" means a kintone operation, such as reading or saving a record, failed. "An error occurred on the PRING server" means PRING returned an error. "Could not connect" means the connection broke on the way. The (i) next to it shows details such as the code, stage and HTTP status.
What information is sent to PRING?
The type, subject, details, name and reply address you enter, plus the screen (record, list or settings), plugin version, browser and inquiry number. Record values and exported files are not sent. You can check what will be sent in the dialog before you press Send.
I saw "Too many messages were sent".
Sending many messages in a short time is limited. Wait about 10 minutes and send again.
What if I cannot send from the dialog?
If your contract cannot be confirmed or the server cannot be reached, sending from the dialog may fail. Use the contact form on the product site instead (https://pring.tech/en/contact). Include your kintone subdomain, the app name and record number, the template ID, the first line of the error (kintone side, PRING server or connection) with its reason, and the inquiry number.