How to report bugs

Who can use this feature

Supported on Enterprise and Starter plans

See something off in WRITER? Let us know by emailing support@writer.com with the following details. The more info you can provide, the faster we can identify and fix any issues.

What's in this article:

Initial troubleshooting
Info to collect
Contact support

Initial troubleshooting

Good news! There are several things you can try "at home" ‌before reaching out. Here are some specific steps for our different solutions.

Web app - Try replicating the behavior in an incognito/private browsing window. If you can't replicate in this mode, clear your browsing data.
Desktop apps - Sign out and back in, remove and reinstall app.
Browser extensions - Try replicating the behavior in an incognito/private browsing window. If you can't replicate in this mode, clear your browsing data.
Figma plugin - Clear desktop app cache.

If you still see ‌buggy behavior, collect the following information and share it with our support team.

Information to collect

Please include as much of the below information as you can gather:

Product Areas and What to Send Us

Product area	What to send us
🔒 Login/access (non-SSO/SCIM)	Impacted user email Screenshot of login error
🔑 SSO/SCIM	Impacted user emails Screenshot of error, or logs from SSO provider
💬 Ask WRITER/Knowledge Graph	Session url Screenshot of error, or specific details on what went wrong The exact inputs & outputs Uploaded files
🤖 AI Studio & Agents	Agent url Screenshot of error The exact inputs & outputs Uploaded files
💻 Extensions	Screenshot of issue Website used
⌨️ Suggestions	Team space used Screenshot of issue Full text snippet
🏗️ Style Guide site	Screenshot of issue Custom CSS
🌐 API	Endpoint used API call Error response
🖼️ Framework & SDK	Code text Error response/logs Uploaded files SDK version
🦉 Writer Academy	Screenshot/video of issue Name of course or lesson

Contact support

Send these details to support@writer.com, or use ‌the in-app chat button. Enterprise users can expect a 1-8 hour first reply, within business hours, based on the request's priority. Starter users can expect a first reply within 24 business hours. Looking forward to hearing from you!

Priority Level	Description	Response Time
Blocker	Platform failure or severe degradation: the Platform is down and not accessible.	1 Hour
Critical	Partial Platform failure or moderate degradation: Access to the platform is slow or most Platform features are not available.	2 Hours
Major	Limited Platform failure or mild degradation: a small set of Platform features are not available.	4 Hours
Minor/feature request	Minor Platform impact: any incident not classified as a Blocker, Critical, or Major, including questions about how to use the Platform or a feature enhancement request.	8 Hours