Trouble Shooting and Bug Reports
In this article
In this article group
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.