How to report a bug on the AI Commerce platform

How to file a ticket? Filing a bug report is an important step when you notice a problem with your online store. A thorough bug report speeds up the developers' work and ensures that problems are resolved as quickly as possible. This article will walk you through how to file a bug report, what information to include, and how to make sure the problem still exists before submitting a report.

Open the “Need Help?” section

• Log in to your dashboard and look for the text " Need help ?" at the top of the left bar.
• First, check if your problem can be solved through self-service instructions or if artificial intelligence can answer your question.

Describe the error to the AI

• Write about your problem as if you were making a support request. Tell us what the error is, where it appears, and what you have already tried.
• If the AI finds a solution, you can fix the situation yourself right away. If no solution is found, proceed to create an official support request.

Create a support request

• If the AI cannot solve the problem, look for the small “ Support ” button in the bottom right corner of the page.
• Open the button and start writing a support request.
• Remember to state as clearly as possible:
  • On which page the error was detected (include a link if possible).
  • The order or customer numbers that apply to the issue (if the error is related to a specific order or customer).
  • Possible screenshots of the error or error message.
• This information helps developers understand the problem more quickly.

Check if the issue is still active

• If this is an old or currently resolved error (for example, some information has gone wrong in a specific ERP system, but it no longer occurs), mention this in the support request.
• Test whether the error still occurs with the same steps so that developers don't waste time troubleshooting an already solved problem.

Development wishes separately

• If it is a new feature or an improvement suggestion instead of a bug, there is usually a separate guideline and process for that. Make the distinction clearly in the support request so that the request is not confused with bug reporting. 
   

Summary

Bug reporting works best when you describe the problem and its impact in your support request as precisely as possible. Include screenshots and relevant information as attachments to your support text. Always check first whether the problem is still relevant, so that the developers have the best possible starting point for resolving the problem.