Sending feedback from Pendrilo and opening a support ticket

Use Send Feedback to report a bug, suggest a change or tell us something is confusing, straight from any of Pendrilo's six programs: Pendrilo Studio, the Formatter, Pendrilo Maps, Pendrilo Cover Wrap, Panelhouse or Pendrilo Type. If you need a personal reply, open a support ticket on pendrilo.com. This article covers both, and what happens when Pendrilo closes unexpectedly.

Send feedback from the app

The best way to report a problem is from inside the program, because your note then includes the version you're using. The steps are the same in every program.

1. In any of the six programs, choose Help → Send Feedback….
2. Pick Something's broken, An idea or Something's confusing.
3. Write what happened, or what you'd like.
4. Add your email address if you'd like a reply.
5. To show us what you're seeing, tick Include a picture of this window. This is optional. Before anything is sent, you see exactly what will go, including the picture. The picture shows whatever is on screen, which may include your work.
6. Click Send.

What is sent. Apart from the picture, if you include one, Pendrilo sends only what you wrote, along with the program's name and version, your Windows version and the kind of license you have. Your books and file names are never sent.

If you're offline. Pendrilo saves your feedback and sends it the next time you open Pendrilo.

If Pendrilo closes unexpectedly

If Pendrilo crashes, it saves a crash report on your computer. Nothing is sent anywhere at that point. The report holds no documents or personal files.

The next time you open Pendrilo, a notice tells you about the crash and offers these choices:

Send it to us… opens Send Feedback with the report attached. Nothing is sent until you click Send.
Open Report lets you read the report first.
Show in Folder shows you where the report is saved.
Dismiss closes the notice.

Open a support ticket

Use a support ticket when you're stuck or have found a bug and want a reply by email. You need to be signed in to your pendrilo.com account.

1. Sign in at pendrilo.com.
2. Go to Your account and click Go to support, or go directly to the support page.
3. Click + New ticket.
4. Type a Subject, a one-line summary, and a Message. Say what happened, what you expected, and any error message, copied word for word.
5. Choose how urgent it is: Low, Normal, High or Urgent.
6. Click Submit ticket.

Your tickets are listed on the Support page. Each one shows its status: Open, In progress, Resolved or Closed. A dot beside a ticket means there's a new reply from support.

To read the conversation, open the ticket. To add more information, type your message under Reply and click Send reply.

When the problem is sorted. A ticket marked Resolved can be closed by you: click Mark as closed. If you reply to a resolved ticket, it reopens. A closed ticket can't be reopened, so open a new ticket if you need more help.

Can't sign in? Use the contact form

If you can't sign in, or you don't have an account, use the contact form.

1. Type your Name and Email.
2. Add a Subject if you like.
3. Write your Message. It can be up to 5,000 characters.
4. Answer the Quick check sum. It keeps automated spam off the form.
5. Click Send message.

We reply by email. If you're signed in when you visit the contact page, it takes you to Support instead, so your message is tracked with your other tickets.

Looking for an answer first?

The Pendrilo help center is open to everyone, with no sign-in needed. In any of the six programs, choose Help → User Guide… to open it. In Pendrilo Maps, Pendrilo Cover Wrap and Pendrilo Type, it opens that program's own category. You can also type at least two letters into the search box on the help center page.