Known issues (bug tracker)
The bug tracker collects reported problems in one place: customers report issues through the customer portal, and support records bugs from calls or tickets and assigns the affected customers. Selected entries are published as "Known issues" in the portal so your customers can follow the status themselves. If a detail is missing while you work on a bug, you can ask a single contact a question straight from the bug.
What can I do here?
- View all reported bugs as a table and filter by status, severity, product and company
- Record a new bug and assign several affected customers (company + optional contact)
- Maintain a bug's severity and status
- Publish a bug to the public portal page "Known issues"
- Write an update via the update composer, with a separate customer-facing text and internal note
- Inform the affected customers about that same update by email automatically
- Ask a single linked contact a question when a detail is missing - the question reaches only that one contact, not all affected customers
- Spot where an answer is still outstanding: the "Questions" column in the list and the "Open questions" marker in the detail panel
- Add a reference to a support ticket, a roadmap card and a call
- Record a bug straight from a call or a support ticket - customer, contact and reference come prefilled
- Capture structured details following the official template: observed behavior, expected behavior, steps to reproduce and environment/version - all fields optional, free text remains possible
- Store screenshots and files as internal attachments on the bug, or adopt existing ticket attachments when recording from a ticket - attachments are visible to your team only and never appear in the customer portal
- Have the intake form prefilled with AI assistance: your note, the linked support ticket and the linked call turn into a draft with titles, a summary, a classification and the template fields - every suggestion is adopted individually, nothing is saved automatically
- See which details are still missing from the draft, and adopt up to three suggested questions to the reporter into the question feature with one click
- See while typing the internal title whether a report on this topic already exists - possible duplicates appear with a similarity score and can be opened directly
- Pass on the current view as a link - filters, page number and an open detail or record panel are held in the address bar, and the browser's back button closes the open panel again
Step by step
- Record a bug: Click "Record bug". Enter the internal title and description. For later publication, also add a customer-safe title and description text.
- Rule out duplicate reports: While you type the internal title, SELLERLOGIC checks the existing bugs in the background. If something similar exists, the "Possible duplicates" area appears below the field with up to five hits, each with a similarity in percent, the status and the severity. If one of them fits, open it and add the new customer there instead of creating a second report. If nothing similar is found, the area stays hidden.
- Prefill with AI (optional): Write a short note into the description and/or link the support ticket or the call. Then click "Prefill with AI". You get a draft with an internal and a customer-facing title, a summary, a suggestion for severity, area and product, and filled-in template fields (observed behavior, expected behavior, steps to reproduce, environment/version). Along with it come a "What is still missing?" list and up to three suggested questions to the reporter. Adopt each suggestion individually via "Adopt" or all at once via "Adopt all". Everything you adopt sits in the form and stays editable; the bug is only created when you click "Record".
- Assign customers: In the form, add one or more companies (optionally with a contact) as affected customers. These customers see the bug in "My reports" and are notified about updates.
- Classify: Choose the severity. Severity is internal only, customers do not see it. A suggestion from the AI assistance does not replace your decision - review it before leaving it in place.
- Update: Open a bug and use the update composer. The customer-facing text appears in the customer's timeline; the internal note stays with the team. Optionally set a new status in the same step. As soon as the update contains something customer-visible, that is a text and/or a new status, it goes out automatically as an email to all assigned and reporting customers. If you only write an internal note, nothing is sent.
- Publish: Set "Published" once a customer-safe title exists. Only then does the bug appear on the central portal page "Known issues".
- Ask a question: Open the bug and go to the "Question to one contact" section in the detail panel. Pick one of the contacts linked to the bug under Contact, write your question under Question and click Ask question. The contact receives an email, answers on the page of their report in the customer portal, and the answer then appears in the bug's timeline.
Fields explained
| Field | Meaning | Notes/effect |
|---|---|---|
| Internal title / description | Internal summary of the bug | Never visible to customers |
| Public title / description | Customer-safe, curated text | Required to publish |
| Product | Affected product | Also used as a filter in the portal |
| Severity | Internal classification | See "Values & status"; drives the visibility rule for critical bugs |
| Status | Processing state | See "Values & status" |
| Published | Whether the bug appears on the central portal page | Only possible with a public title |
| Affected customers | Assigned companies/contacts (multiple possible) | Receive an email on every customer-visible update (default: on) |
| Customer-facing text (in the update composer) | What the customer reads in their timeline | Together with a status change it triggers the send |
| Internal note (in the update composer) | Note for the team | Never customer-visible, triggers no send |
| Support ticket | Reference to a ticket | Reference only, no merge |
| Roadmap card | Reference to "Fix ships with …" | Optional link to the roadmap |
| Call | Reference to the call the bug was recorded from | Reference only; set automatically when recording from a call |
| Observed behavior | What actually happens | Optional; matches the "Befund" field of the official template |
| Expected behavior | What should happen instead | Optional |
| Steps to reproduce | How to reproduce the bug | Optional |
| Environment/version | Browser, version, tenant etc. | Optional |
| Attachments | Screenshots and files on the bug | Internal only, never in the customer portal; at most 10 attachments, at most 10 MB per file |
| Contact (in the "Question to one contact" section) | The single contact who receives the question | Only contacts linked to the bug can be picked; exactly one per question |
| Question (in the "Question to one contact" section) | Your question to that contact | Emailed to the selected contact only, never as a broadcast |
| Questions (column in the list) | Number of questions still unanswered | Shown as a marker on the row and disappears once every question is answered |
| Open questions (in the detail panel) | Notice that at least one question is still unanswered | Disappears as soon as the answer arrives |
| Prefill with AI (button in the intake form) | Turns your note, the support ticket and the call into a draft for the bug | A suggestion only; it changes the form only once you adopt something. Requires the manage permission for bugs |
| Adopt / Adopt all | Writes a single suggestion, or all of them, into the form | The values stay freely editable afterwards; nothing is saved until "Record" |
| What is still missing? | List of details the source material did not contain | A working aid only, it does not travel into the bug |
| Suggested questions | Up to three questions to the reporter | Can be adopted into the "Question to one contact" section with one click; nothing is sent on its own |
| Reliability of the suggestion | An estimate of how solid the draft is | Correspondingly low when the source material is thin; a notice also appears when the material had to be shortened for the analysis |
| Possible duplicates | Up to five existing bugs with a similar title | With similarity in percent, status and severity; every hit can be opened directly. Appears only when something similar exists |
Values & status
Status (bug_status)
| Value | Plain meaning | What happens then |
|---|---|---|
| Reported | Newly received, not yet reviewed | Initial state after recording/reporting |
| Confirmed | The bug is reproduced/acknowledged | |
| In progress | A fix is being worked on | |
| Resolved | The bug is fixed | Appears (if published) in the "Resolved" archive |
| Closed | Declined or closed as a duplicate | Shown to customers as "Closed" with a reason |
Severity (bug_severity)
Low, Medium, High, Critical. Important rule: bugs classified as critical never appear on the central portal page while open. Only the affected/reporting customers see them, marked as confidential, in their "My reports" view. After resolution, the bug can be published (with curated text) in the "Resolved" archive.
Notifications
| What you do | Who gets an email |
|---|---|
| Create a report (with assigned customers) | The assigned customers who have notifications on receive a confirmation that the report has been logged |
| A customer files a report via the portal | The reporter receives an acknowledgement |
| Set the status directly in the board to In progress, Resolved or Closed | All assigned and reporting customers who have notifications on |
| Update with a customer-facing text | The same recipients |
| Status change in the update composer | The same recipients; text and status travel in a single email |
| Set the status directly in the board to Confirmed | Nobody. Only In progress and the end states Resolved/Closed notify |
| Internal note only | Nobody. A purely internal entry never leaves the team |
- Whether you change the status in the board or in the update composer no longer makes a difference for the send: every change to In progress, Resolved or Closed notifies the affected customers. If you set text and status together in the update composer, it stays at exactly one email per recipient.
- The creation confirmation email never contains the internal title: an assigned customer without a customer-safe title sees a neutral placeholder, and the reporter sees their own submitted title.
- The notification is on by default and applies per report. A customer can unsubscribe from exactly this report via the unsubscribe link in the email or in their "My reports" view; other reports are unaffected.
- The email contains only the customer-safe text. The internal title, internal description and severity never appear in it.
- The same update is never sent twice to the same person, even if an action is repeated. What went out is shown in the send log under Roadmap portal: notifications.
Questions to one contact
| Value | Plain meaning | What happens then |
|---|---|---|
| Open | The question has been asked, the contact has not answered yet | The bug carries the "Questions" column with the count in the list and the "Open questions" notice in the detail panel |
| Answered | The contact has answered in the customer portal | The answer sits in the bug's timeline, the notice disappears, and the same question cannot be answered again |
- Always one recipient. You pick exactly one of the contacts linked to the bug. Other affected customers learn about neither the question nor the answer.
- Exactly one answer per question. The contact can answer once. If you need more, ask another question.
- Never public. Question and answer stay in the bug's timeline: visible to your team and to the contact who was asked. They do not appear on the portal page "Known issues".
- Permission. Asking a question requires the manage permission for bugs. Read access is enough to follow along.
AI assistance during intake
The intake form offers two aids. Both deliver suggestions only: nothing is saved automatically and nothing is adopted automatically - you decide.
| Aid | What it does | What it does not do |
|---|---|---|
| Prefill with AI | Reads your note, the linked support ticket (subject, description and the history the customer sees too) and the linked call (summary and transcript), then suggests titles, a summary, severity, area, product and the template fields | It does not create a bug, sends nothing, and changes nothing without your "Adopt". Internal ticket notes are left out |
| Possible duplicates | Compares the internal title as you type against the existing reports by calculation and shows up to five similar bugs | It merges nothing, discards nothing and closes no report. It causes no AI costs |
- A person decides. Every single suggestion has its own "Adopt" button, next to it there is "Adopt all". Adopted values sit in the form and can be edited further there. Only "Record" creates the bug.
- Products are not invented. Only a product that actually exists in your setup is suggested. If the source material matches none of your entries, the field stays empty and you choose yourself.
- Data protection. Before any material is analysed, SELLERLOGIC removes email addresses, phone numbers, IBANs, long digit sequences and credentials and replaces them with placeholders. Only the number of replaced values per kind is recorded, never the value itself.
- Reliability and shortening. Every draft states how solid it is. If the source material was very long and had to be shortened for the analysis, a notice points that out - review the draft especially carefully in that case.
- Permission. Triggering the draft requires the permission to manage bugs. Read access is enough for the duplicate display.
- Limits. If no AI assistance is available or the monthly budget for it is used up, the form tells you so in plain words and you fill the bug in by hand as before. If no usable answer comes back, the form stays unchanged; no half-filled record is created.
Frequently asked questions
Why do I see an error when publishing?
A bug can only be published once a customer-safe public title exists. Add it first.
Who is notified about an update?
All assigned and reporting customers with notifications enabled. The email goes out as soon as the update contains a customer-facing text and/or a new status. A purely internal note triggers nothing.
How does a customer unsubscribe from a report?
Via the unsubscribe link at the end of the notification or in their "My reports" view. The unsubscribe applies to that one report only.
How do I see whether a notification arrived?
In the send log under Roadmap portal: notifications. It lists the event, recipient, time and status of every send, plus the reason when one fails.
Does the customer see the internal title?
No. Customers only see the curated public text. If a customer reports a bug themselves, they see their own submitted text in "My reports".
Does the customer see the attachments or the structured details?
No. Attachments, observed behavior, expected behavior, steps to reproduce, environment and the call reference are working data for your team only. They appear neither on the central portal page nor in "My reports".
Do all affected customers receive my question?
No. A question goes to the one contact you selected and to nobody else. For everyone else nothing changes; they see neither the question nor the answer.
Where does the contact answer the question?
In the customer portal under "My reports", on the page of their report. An answer box sits below the question. The email contains a link that leads straight there.
Can a contact change their answer or answer more than once?
No. Every question can be answered exactly once. If something is still open, ask another question.
How do I see where an answer is still outstanding?
In the list via the "Questions" column with the number of open questions, and in the opened bug via the "Open questions" notice. Both disappear once the answer arrives.
What do I do if no contact is stored on the bug yet?
First assign the affected customer with a contact to the bug. Only then does that contact appear in the picker for the question.
Does the question show up in "Known issues"?
No. Question and answer stay with your team and the contact who was asked, and never appear on the public portal page.
Does the AI assistance save anything automatically?
No. You get a draft made of individual suggestions. Only your click on "Adopt" or "Adopt all" writes something into the form, and only "Record" creates the bug. As long as you adopt nothing, the form stays unchanged.
What happens to customer data from the ticket and the call?
Before the analysis, email addresses, phone numbers, IBANs, long digit sequences and credentials are removed and replaced with placeholders. Only the number of replaced values per kind is recorded, never the value itself. Internal ticket notes are not included at all - only the history the customer sees is analysed.
Why does the AI suggest no product?
Because only products that actually exist in your setup are suggested. If the source material cannot be matched to one of your products beyond doubt, the field is deliberately left empty instead of filling in an invented name. Pick the product yourself in that case.
What do I do if "Prefill with AI" does not work?
The form tells you the reason: either no AI assistance is available or the monthly budget for it is used up. You then fill the bug in by hand as before - every field stays usable.
The "Possible duplicates" area stays empty - is that a fault?
No. The area appears only when something similar to your internal title exists. If it stays hidden, no comparable report was found.