Reporting bugs or performance issues

Written By Stanislas

Last updated 2 days ago

Overview

When something isn't working as expected — a bug, a slow response, or unexpected behavior — you can report it directly from your workspace by talking to Suzanne, the AI support agent. Suzanne provides level 1 support and can open a ticket for the human support team if she can't resolve your issue.

Use this option when you've found a bug, are experiencing performance issues, or need technical help that documentation alone can't solve.

Prerequisites

To report a bug or performance issue, you need:

  • An active Swiftask workspace account

  • Access to your workspace settings (Owner, Admin, or Member role)

  • Valid contact information (email and phone number) in case the support team needs to follow up

Step-by-step guide

1. Open the support menu

  1. Click the settings icon (gear icon) in the bottom-left corner of the sidebar.

  2. Select "Need help" from the menu options.

  3. Choose the ticket/Suzanne option from the modal.

2. Describe your issue to Suzanne

  1. Describe the bug or performance issue to Suzanne — you can type or dictate your message.

  2. Add a screenshot if it helps illustrate the problem.

  3. Suzanne reads your message and searches the documentation for relevant answers.

  4. She provides a response based on the available documentation.

3. Escalate to human support if needed

If Suzanne's answer doesn't solve your problem, she automatically opens a support ticket for the human support team.

  • Team Starter: your ticket is handled by email, typical response time 24–48 hours.

  • Team Growth: priority support, faster response times, and mini video calls (~5 minutes) if requested by the support team.

Expected result: Your ticket is submitted to the support team. You'll receive a confirmation email, and the team will respond according to your subscription plan's support level.

Practical use cases

Case 1: Reporting a bug

An agent stops responding to messages. You describe the issue to Suzanne, who checks the documentation but can't find a fix. She opens a ticket, and the support team investigates and resolves it within the response time for your plan.

Case 2: Reporting a performance issue

You notice a specific workflow has become noticeably slower. You explain the situation to Suzanne, including when it started and what you were doing. She escalates it to a ticket so the technical team can investigate.

Tips & best practices

  • Use clear descriptions: Instead of "It's broken," explain exactly what happened, what you expected, and what you saw instead.

  • Include your workspace name: This helps the support team locate your account quickly.

  • Attach a screenshot: Visual context helps the team understand the issue faster.

  • Be available: Provide a phone number or email where the team can reach you if they need more information.

  • For Team Growth customers: Request a video call if the issue requires real-time discussion.

Troubleshooting

Issue: Suzanne can't find an answer to my question

Cause: The issue may not be documented yet, or may require investigation by the technical team.

Fix: Let Suzanne open a ticket — the human support team will take over from there.

Additional resources