Trouble Shooting and Bug Reports

Troubleshooting & 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?

Most problems fall into one of two buckets, and they're handled differently:

Agent behavior — the agent said something wrong, booked the wrong time, messaged at the wrong moment, or changed a record unexpectedly. These are covered in Our Agents, Scheduling & Bookings, and Agent Behavior & Unauthorized Actions — start there, because many have a known cause or a configuration fix.

A product bug — the platform itself is misbehaving in a way that isn't about what an agent decided. Examples: a report or dashboard sending duplicate emails, a page not loading, or an action that fails with an error and doesn't complete.

If it's the first kind, the relevant article above will usually get you there faster. If it's the second, report it as a bug.

What a bug looks like

Signs you're looking at a product bug rather than agent behavior: something that should have happened automatically didn't and threw an error, an action failed and had to be fixed by hand, or the system did something repetitive and clearly unintended (like sending the same notification many times).

How to submit a bug report

Email UpSmith support at support@upsmith.com with enough 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

The more specific the report, the faster it can be traced and fixed.

What to expect after you submit

UpSmith confirms the report, triages whether it's a quick fix or needs engineering, and follows up. Some issues — especially ones that require correcting data in ServiceTitan — are fixed behind the scenes and you'll simply see them resolved; others may need a question or two back from you.