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Support

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Translated from the Italian guide. Narciso itself is in Italian, so the names of buttons, menus and fields are shown exactly as they appear on screen, with a translation in brackets where it helps.

Narciso support can be reached from several points in the program. The right channel depends on what has happened: an error visible on screen, a question, or a problem that stops you getting in.

Contents
  1. The Aiuto button
    1. Which to choose
  2. If the program does not open or you cannot sign in
  3. Contacts
  4. What to write in a report
  5. Related entries

The Aiuto button#

In the sidebar, in the row of buttons at the bottom, the Aiuto (Help) button («Chiedi aiuto o segnala un problema agli sviluppatori», Ask for help or report a problem to the developers) opens the SEGNALA PROBLEMA (Report a problem) panel with two options.

Option What it does
Invia segnalazione rapida (Send quick report) Asks you to share the browser tab, captures a screenshot and sends it to the technical team together with the page data. Result: «Problema segnalato automaticamente! Screenshot e logs inviati al supporto.» (Problem reported automatically! Screenshot and logs sent to support.)
Contatta assistenza (Contact support) («Parla col team per dubbi», Talk to the team if you have doubts) Opens the «Contatta il Supporto» (Contact Support) form with Oggetto (Subject) and Descrizione (Description), both required. Result: «Richiesta inviata! Ti risponderemo presto.» (Request sent! We will reply soon.)

Which to choose#

  • For an error visible on screen (red window, page that does not load): quick report, then describe the error.
  • For a question or a request (for example «how do I connect a channel?»): Contatta assistenza.
  • If the browser does not support screen sharing, as is usual on tablets, the quick report does not go through and «Acquisizione schermo annullata. La segnalazione non è stata inviata.» (Screen capture cancelled. The report was not sent.) appears. Use Contatta assistenza.
  • If the session has expired, «Sessione scaduta. Per favore ricarica la pagina e fai login.» (Session expired. Please reload the page and log in.) appears and the report is not sent: sign in again.

If the program does not open or you cannot sign in#

  • From the login page: the Serve aiuto? (Need help?) link opens WhatsApp with the message «Ciao, ho bisogno di aiuto per il mio account Narciso» (Hello, I need help with my Narciso account).
  • From an error page («Qualcosa è andato storto! – Si è verificato un errore imprevisto. Il team è stato informato.», Something went wrong! – An unexpected error occurred. The team has been informed.): the Contatta l'assistenza (Contact support) button. Riprova (Try again) and Torna alla home (Back to home), which leads to the calendar, are also there.

Contacts#

Channel What for
WhatsApp +39 375 697 2832 Support on using the program, logins, Narciso Hub
Email [email protected] Reports on how the app works, commercial enquiries and information
PEC [email protected] Legal, tax and juridical matters: contract, billing, data protection

Narciso is a brand of BlackPearl di Davide Perrina, with its registered office in Perugia (VAT number 03234070641).

What to write in a report#

It helps a great deal to give:

  • the page and what you had just pressed;
  • the day and time;
  • the active location;
  • the browser used and whether the problem happens again.

Never write passwords in the message.

Related entries#

Getting started