🐞Raise Bugs
This section contains essential information and usage guidelines for creating and managing bugs as Partners
What are Support Tickets, and why should I log them?
The Support Ticket feature allows users to directly contact the BotPenguin support team from inside the platform. It helps users report bugs, share screenshots or recordings, track ticket status, and communicate with the support team in a centralized manner.
The feature is designed to improve issue tracking, reduce resolution time, and provide better visibility into ongoing requests.
When should you use this?
Use this feature when:
You want to report a bug or technical issue
You need help with billing, subscriptions, or integrations
You are trying to track, follow up, or resolve an ongoing issue
Benefits of Logging a Support Ticket
🚀 Faster issue resolution through proper team assignment
📎 Allows attaching screenshots, recordings, and supporting files
🎯 Improves issue clarity with structured information
🔄 Enables centralized communication and follow-ups
📈 Provides real-time visibility into ticket status and updates
How to Use Log a Support Ticket
Log in to your Agency account.
Locate the Support Bot icon at the bottom-right corner of the platform and click on it.
Inside the Support Bot window, click on “Tickets”.
Click on “Create New Ticket”.
Enter a clear title in the “Issue Title” field.
Example Titles:
WhatsApp messages not getting delivered
Unable to purchase message credits
Instagram bot not responding
Login issue after password reset
Add detailed information in the “Issue Description” field. This field includes:
What issue you are facing
When the issue started
Steps to reproduce the issue
Any troubleshooting steps already tried
Error messages received
Expected behavior vs actual behavior
Example Description: Customers are unable to receive replies from the WhatsApp bot since 10 AM IST. I already tried reconnecting the WhatsApp channel and restarting the bot, but the issue still persists.
Select the appropriate category based on your issue type. The available categories, and some use cases for them are:
Bot flow issues
Payment failures
Product enhancement requests
General guidance
Dashboard bugs
Subscription issues
New feature suggestions
Platform usage questions
Channel integration problems
Invoice requests
Workflow improvements
Clarifications
Automation failures
Credit purchase problems
Upload screenshots, recordings, or supporting files using the attachment option.
Recommended Attachments:
Error screenshots
Screen recordings
CSV files
Bot flow screenshots
Billing invoices
Click on “Submit Ticket” or “Create Ticket”.
Open the created ticket anytime to:
Check ticket status
Add follow-up comments
Upload additional attachments
Communicate with the support team
Best Practices
💡 Use clear issue titles instead of generic titles like “Not Working”
⚠️ Avoid creating multiple tickets for the same issue
🚀 Always provide screenshots or recordings whenever possible
🎯 Mention troubleshooting steps already attempted before contacting support
📌 Clearly mention the affected module or channel (WhatsApp, Instagram, Website Bot, Billing, API, etc.)
Troubleshooting
Issue: Unable to create a ticket
Refresh the page and ensure all required fields are filled correctly
Issue: No response received on the ticket
Open the existing ticket and add a follow-up comment instead of creating a duplicate ticket
Issue: Incorrect category selected
Add a comment on the ticket requesting category correction or create a new ticket only if necessary
FAQs
How can I create a support ticket?
You can create a ticket from the Support Bot available at the bottom-right corner of the platform.
Can I upload screenshots, videos, or other supporting files while creating a ticket?
Yes, you can upload screenshots, videos, recordings, CSV files, and other supporting documents.
Where can I check the status of my support ticket?
You can open the ticket from the Tickets section and view statuses such as Pending, In Progress, or Resolved.
Can I add additional comments or follow-ups to an existing ticket?
Yes, you can add comments directly inside the ticket for follow-ups or additional information.
What information should I include while raising a support ticket?
Please include the following details for faster investigation and resolution:
Issue description
Troubleshooting steps already attempted
Expected behavior
Actual behavior
Screenshots or recordings (if possible)
What happens after I submit a support ticket?
The ticket gets assigned to the relevant support team for investigation and resolution.
Should I create multiple tickets for the same issue?
It is recommended to avoid duplicate tickets. Instead, continue communication through comments on the same ticket.
What types of issues can I report through the ticketing system?
You can report:
Product bugs
Billing concerns
Integration issues
Feature requests
General platform-related queries
Related Articles
Troubleshooting WhatsApp Bot Issues
Reconnecting Integrations
Understanding Ticket Statuses
Managing Billing and Subscription Queries
Uploading Attachments in Support Tickets
Support
If you still have questions for our team, write to us at [email protected]. We’ll get back to you within 48 hours.
🎉 Congratulations, you have successfully learned how to create and manage support tickets inside BotPenguin!
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