Trouble Shooting and Bug Reports

When something looks broken, how to tell an agent issue from a product bug, and how to report it so it gets fixed fast.

First: is it an agent issue or a product bug?

Agent behavior — the agent said something wrong, booked the wrong time, messaged at the wrong moment, or changed a record unexpectedly. Start with the agent's own article under Meet Our Agents, Scheduling and Bookings, or Configuring When and How Your Agents Reach Out — many of these have a known cause or a setting you can change.

A product bug — the platform itself is misbehaving in a way that isn't about what an agent decided: something that should have happened automatically threw an error, an action failed and had to be fixed by hand, a page won't load, or the system did something repetitive and clearly unintended, like sending the same notification many times.

How to report a bug

Email support@upsmith.com with enough for us to reproduce it:

• What you were doing and what happened

• What you expected to happen instead

• When it happened, and whether it's still happening

• Screenshots, the affected customer or appointment, and any error message you saw

What happens next

We confirm the report, work out whether it's a quick fix or needs engineering, and follow up. Some fixes — especially ones that mean correcting data in ServiceTitan — happen behind the scenes and you'll simply see them resolved; others may need a question or two back from you.