Getting help and reporting issues
How to reach the CVViZ team via the in-product help widget — and what to include.
If something's broken, you have a feature suggestion, or you just want to talk to us — everything happens through the in-product help widget. This article walks through the channels available and how to make a report we can actually act on.
Where to reach us
Click the help icon at the bottom-right of any CVViZ page. The widget opens with a few entry points:
Send us a message — for general questions, account issues, and "how do I…?" conversations. We reply in the same widget thread, and a copy lands in your email.
Search for help — full-text search across these help articles, including AI-assisted answers when there's an obvious match.
Submit ticket → Bug Report — for confirmed bugs that need investigation. Tickets are tracked separately and have stricter triage SLAs than free-form messages.
Changelog — see what we've shipped recently before reporting something as missing.
Tickets — your existing tickets and their status.
The Feedback button on the side panel opens Give us feedback with two categories — Feature Request and Bug — and feeds the public roadmap. Use this when you want other customers to be able to upvote the same idea.
Which channel for which thing?
Before you write — try this first
About a third of the issues we receive resolve themselves with one of:
Hard refresh the page — Ctrl/Cmd + Shift + R.
Try incognito / private window — rules out extensions and stale cookies.
Search for help in the widget for the exact error message you saw.
Re-check role / permissions if a feature is missing — see Why can't I see this menu? (permissions).
If the issue persists, open the widget — and please include the info below so we can act on it on the first reply.
What to include in a bug report
The single biggest thing you can do to speed up a fix is reproduce the issue once and capture exactly what happened. Tell us:
1. What you were trying to do
One sentence. Examples: "Send an offer email to a candidate"; "Move a candidate from Screening to Interview"; "Set up Outlook Calendar integration".
2. What you did, step by step
Logged in at app.cvviz.com.
Opened job ID 1234.
Clicked candidate Jane Doe.
Clicked Send Email, picked the Offer template, hit Send.
Numbered steps make it reproducible from our side.
3. What happened
The exact symptom — including any error message, modal text, or HTTP error code if you saw one in the browser DevTools network tab.
4. What you expected to happen
One sentence. Helps us tell whether it's a bug or a misunderstanding.
5. Screenshot or short screen recording
Screenshot for static issues (wrong text, missing field, error dialog). The widget supports image attachments.
Short screen recording (Loom, QuickTime) for interaction issues — clicks that do nothing, animations that hang, drag & drop that fails. Paste the share link into the message.
6. Environment
Browser name + exact version (e.g. Chrome 122) — under Help → About.
OS and version.
Whether the issue reproduces in incognito and / or in another browser.
7. Identifiers (when applicable)
Whichever of these are relevant:
Your CVViZ login email and account/company name (we usually have these from the widget session, but include them if writing about a different account).
Job ID — visible in the URL of the job page.
Candidate ID — visible in the URL of the candidate profile.
Invoice name for billing issues — first column on Settings → Billing → Invoices.
Webhook event ID for delivery issues — from Settings → Webhooks → Delivery Logs.
Approximate timestamp of the issue (with your timezone) — so we can correlate to server logs.
Login / access
If you can't log in to open the widget, see I can't log in (password reset and lockouts) — it covers the recovery flow.
Email deliverability
Include the candidate / recipient email, the job + candidate IDs, the time you sent, and whether the email appears in the timeline view on the candidate profile. See also Email not sending or landing in spam.
Calendar sync
Tell us provider (Google / Microsoft), whether the integration shows Connected after a fresh reconnect, and one example event ID + scheduled time.
Resume parsing
Attach the actual resume file (or a similar example with the same layout) and the job ID you uploaded to.
Billing
Include the invoice name and date / amount of the charge. Note whether the issue is on the CVViZ side, Razorpay side, or both.
API / Webhooks
Provide the request URL, request body (without your token), the response you received, and the response you expected. For webhooks, include the delivery row from the Delivery Logs tab and the response your endpoint returned.
Feature requests
Use the Feedback button → Feature Request. That route makes the post visible to other customers, who can upvote it — which directly informs what we build next. Describe:
What you're trying to accomplish (the underlying goal, not just the proposed feature).
Where you'd expect to see it in the product.
How often it would matter / how many people on your team would use it.
Concrete examples beat abstract requests — "we need an export button on the People Search results page" is far easier to act on than "improve sourcing".
Severity and response
Roughly how we triage:
Critical — production is down, paid actions failed, data loss. Mark "URGENT" in the message; we prioritize.
High — feature is broken for an active workflow.
Normal — bug or minor issue with a workaround.
Low / how-to — questions about usage.
We aim to reply on the same business day for urgent issues; longer for low-severity questions when the help center already covers the topic.
Things to not include
Passwords — we'll never ask, and we can't read them anyway.
Full API keys — paste only the first 4–6 characters as a hint; rotate the key if it was exposed.
Webhook signing secrets — same as above.
Candidate PII you wouldn't want in a ticket system — redact CVs / emails to the minimum needed to reproduce.