How to report bugs

Who can use this feature

Supported on Enterprise and Starter plans

Noticed an issue or bug in WRITER? This article has some initial troubleshooting steps to try, details we need to investigate, and ways to reach our team. Remember, the more detail you share up front, the faster we can identify and fix issues.

Initial troubleshooting

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

Web app - Try reproducing in an incognito/private browsing window. If you can't reproduce here, clear your browsing data, or check for other installed extensions.
Browser extensions - Try reproducing in an incognito/private browsing window. If you can't reproduce here, clear your browsing data, or check for other installed extensions.
Desktop apps - Check for updates, sign out and back in, remove and reinstall app.
Figma plugin - Clear desktop app cache, sign out and back in.

If you still see ‌strange behavior, collect the following details and contact 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

Email this info to support@writer.com, or use ‌our ticket form! Enterprise users get a 1-8 business hour first reply (based on issue priority). Starter users get a 24 business hours first reply. Looking forward to hearing from you!

Priority Level	Description	Response Time
Blocker	Platform failure or severe degradation: Platform is down and not accessible.	1 Hour
Critical	Partial Platform failure or moderate degradation: Access to Platform is slow, or major feature unavailable.	2 Hours
Major	Limited Platform failure or mild degradation: a small set of Platform features aren't available.	4 Hours
Minor/feature request	Minor Platform impact: minor Platform feature unavailable, usage questions, feature requests.	8 Hours