If something in SmartSuite isn't working the way you expect, start a chat with SmartBot. SmartBot walks through the issue with you, helps rule out common causes, and — if it turns out to be a bug — gathers the details our team needs and hands it off to us. You don't need to fill out a form or create a ticket yourself; we handle that side.
Plan Availability | All plan types |
Permissions | Any SmartSuite user can report an issue. |
Related Reading | Contacting SmartSuite Support · Troubleshooting SmartSuite Issues |
How to Report an Issue
Click the help icon in the bottom-right corner of SmartSuite to open the support panel.
Start a new conversation and describe what's going wrong.
SmartBot picks up the conversation and begins troubleshooting with you.
That's it — no ticket to file. If the issue turns out to be a bug, SmartBot collects what's needed and routes it to our team automatically.
What SmartBot Will Ask
SmartBot works through the problem in stages, a few questions at a time. Answering as specifically as you can speeds everything up.
First — what happened
What did you try? The action you took, and where in SmartSuite you were.
What happened? Include the exact error message text if you saw one.
What did you expect to happen instead?
Then — narrowing it down
Did this work before? With the same data, or something similar?
Does it happen every time, or was it a one-off?
Is it one record or many? One user or several?
Then — quick checks
Have you tried refreshing the page and signing back in? Sometimes that alone resolves it.
Can you share a screenshot or a short screen recording of the problem as it appears?
When It's a Bug
If troubleshooting points to a genuine product issue rather than a configuration question, SmartBot tells you so and collects the details our engineers need:
A one-line description of the issue
When it last happened — date, time, and your time zone
Steps to reproduce — what you did, step by step, before the problem appeared
The URL of the affected record or page
Any screenshots or recordings you can share
SmartBot then passes the report to our team with all of that attached. [CONFIRM] — what the customer sees at handoff (a ticket reference? a note that a specialist will follow up? an expected response time?).
When It Isn't a Bug
Plenty of issues turn out to be a setting, a permission, or expected behavior. In those cases SmartBot explains what's happening and how to resolve it, often right in the conversation — which usually means you have an answer immediately rather than waiting on a reply.
If you'd still like a person to look at it, just say so and SmartBot will bring in our team.
Helping Us Resolve It Faster
A few things make a real difference:
Quote the exact error text. Paraphrased errors are hard to trace; the precise wording often identifies the cause immediately.
Include a link to the record or page where it happened.
Say when it happened, with your time zone. This lets us find the matching entry in our logs.
Add a screen recording with your browser console open if you're comfortable doing that — console errors are often the fastest route to a diagnosis. (See Troubleshooting SmartSuite Issues for how to open the console.)
Note whether anyone else is affected, and whether it's limited to one browser or device.
Frequently Asked Questions
Do I need to create a ticket?
No. Describe the issue in chat and we take care of ticket creation and tracking.
Can I talk to a person instead?
Yes. Ask at any point in the conversation and SmartBot will hand off to our team.
What if SmartBot doesn't understand my issue?
Say that it's not answering your question and it will route the conversation to our team.
How will I know what's happening with my bug report?
We follow up in the same conversation, so you can reply there for updates.
Does this replace Office Hours?
No. Daily Office Hours are still available for live help — see SmartSuite Support Resources.