How to submit a ticket

Robotiq.ai uses a ticketing system for support requests. This system helps us give quick assistance for bugs, issues, and ideas. It also lets us track how long it takes to fix things and share knowledge across the community.

What You'll Need

A paid Robotiq.ai license plan. Support is only for users with a paid license.
An account in the Robotiq.ai ticketing system (Jira).

How to Access the Ticketing System

Step 1: Create an Account

Go to the Robotiq.ai website.
Enter your email address to start making an account.
Check your email for sign-in instructions.
Click "Sign up" in the email.
Enter your name and password to create your account.

You can now log in to the Robotiq.ai ticketing system.

How to Report a Bug

When you report a bug, give us lots of details. This helps our development team understand and fix the issue fast.

Step 1: Describe Reproduction Steps

List the exact steps to make the bug happen again.
Explain what you thought the system should do.
Describe what actually happened when the bug showed up.

Step 2: Provide Context

Note the time the problem appeared.
Say where in the software the problem happened (like which webpage or feature).
Attach any helpful documents like logs, short videos, or scripts.
For robot problems, attach gk/handler/script executor logs.

Step 3: Add Environmental Details

Tell us where the problem happened:
- Browser (if it matters)
- Device (if it matters)
- Operating System (if it matters)
- Robot version
Give us the ID of the job, function, schedule, or robot where the error appeared.
If the error is on the server, give us the ErrorId from the Network response.

Ticket Priority Levels

When you add information to your ticket, you can set its priority. This helps us deal with the most important issues first.

Priority Level	Description
Highest	Big problems that stop core features from working. We fix these right away.
High	Important problems that affect your work, but you can still get things done.
Normal	Small problems or things that are just a bit annoying.
Low	Cosmetic issues or small improvements. We usually fix these in future updates.

Important: We can't fix all bugs right away. We handle high-priority bugs first. We usually fix low or normal priority bugs in future releases.