Use this support home to search Sanka docs, collect the right context, report issues, and contact support without losing important details.
Last updated: May 29, 2026
This guide explains how to troubleshoot Sanka questions, decide whether behavior is expected or needs support, and share enough context for a fast answer. Start here when a page, record, workflow, integration, import, invoice, payment, or AI-assisted action does not behave as expected.
Start with the public docs
Search the docs before changing records, rerunning actions, or treating the issue as a product bug. Many support cases are caused by configuration, permissions, filters, missing fields, duplicate imports, integration mapping, or a status rule.Helpful first checks:
Use the docs search bar with the object name and symptom, such as invoice cannot send, CSV duplicate, workflow did not run, HubSpot missing field, or payment not matched.
Ask AI to review before changing data
If you use Sanka with Claude, Codex, or another connected assistant, ask it to review the issue from docs and current record evidence before asking it to create, update, send, delete, import, export, sync, or generate a document.
Sample prompt
/sanka Help me troubleshoot this Sanka issue before changing anything. Use the relevant Sanka docs, identify whether this looks like expected behavior, configuration, permissions, missing data, integration delay, duplicate data, or a possible bug. Ask for any missing details before recommending a fix.
AI should be able to explain what it checked. If the answer depends on a record, invoice, payment, import, workflow, or integration, confirm the result in Sanka before taking action.
Check system status
If you cannot sign in, pages are not loading, or many users see the same issue at the same time, check the Sanka status page first.
Use Subscribe to updates on the status page to receive email, Slack, or SMS notifications for incidents and scheduled maintenance.
Decide what kind of issue it is
Use this checklist before contacting support or making changes.
Product usage question
This is usually a how-to question. Search for the object, workflow, integration, or action you are using. Include the page you already checked when contacting support.
Configuration or permissions issue
If a page, button, field, report, object, or action is missing for one user but visible to another, check modules, workspace settings, role permissions, object permissions, views, forms, and feature availability before calling it a bug.
Data or record issue
If a record is missing, duplicated, locked, archived, filtered out, not associated, or not updating, check the object page, view filters, owner, status, source, associations, import history, action history, and audit trail.
Workflow, action, or integration issue
If an automation did not run, created the wrong downstream record, sent an unexpected document, or synced the wrong data, check the trigger, selected records, required fields, mapping, permissions, connected account, run history, and whether the action already ran once.
Possible product bug
Treat it as a possible bug when the expected setup is correct, the user has permission, required fields are present, filters and associations are correct, the issue is reproducible, and the current behavior contradicts the public docs or normal product behavior.
Gather evidence before reporting a bug
Clear evidence helps support and engineering respond faster.Include:
Workspace name, such as the acme part of acme.sanka.com
Affected object, page, record ID, or document type
What you expected to happen
What actually happened
Exact steps to reproduce the issue
Whether it happens for one user or multiple users
Whether it happens in one workspace or multiple workspaces
Time and timezone when the issue happened
Error message text, if any
Screenshot, screen recording, or exported error file when available
Recent changes, such as imports, workflow edits, integration setup, permission changes, template changes, or module changes
Do not share passwords, API keys, payment card details, personal identification documents, or other secrets in screenshots, recordings, email, or chat.
Record the issue
You can record your screen from the chat icon or the screen recording option in the app header menu. After the recording is complete, paste the recording URL into the chat widget or email.When recording, show the steps from the beginning if possible. Hide or blur confidential information that is not needed to understand the issue.
Contact support
If you cannot resolve the issue from the docs, contact support from the chat icon in the bottom-right corner of Sanka or email hey@sanka.com.Use chat when:
You can open Sanka and show the affected screen
A screenshot or recording will help explain the issue
You want to continue the conversation from the same workspace context
Use email when:
You cannot open Sanka
The chat widget is unavailable
You need to send attachments or a longer explanation
The issue affects sign-in, access, billing, or urgent operations
What to write in your first message
Use this structure:
Text
Workspace:
Affected screen or object:
Record ID or customer name:
Expected result:
Actual result:
Steps to reproduce:
When it started:
Users affected:
Docs already checked:
Screenshot or recording:
For CSV, workflow, integration, invoice, payment, inventory, or document-template issues, also include the relevant import run, action history, integration mapping, invoice/payment status, stock movement, or PDF template preview.
Checkpoints
Before support or AI recommends a change, confirm the docs page, object, record, owner, status, permissions, module availability, associations, recent imports, action/workflow history, integration state, audit trail, and whether customer-facing records or documents have already been sent.
Search Sanka...
Review support issue evidence
Logs
Search logsAll actionsAll dates
ID / ActionDateTarget / ItemChangeActor
3Issue reviewed2026/05/20 10:00Invoice send issueChecked docs, status, send rules, permissions, and PDF templateClaude / Codex
2Evidence attached2026/05/20 10:10Support chatAdded recording, record ID, and expected resultWorkspace user
1Support follow-up2026/05/20 10:40Support caseConfirmed missing billing cycle field before escalationSanka support
A good support handoff separates expected behavior, configuration issues, data issues, and possible product bugs before changing records or asking engineering to investigate.
