---
title: "How to submit a ticket"
url: "https://docs.robotiq.ai/en/article/how-to-submit-a-ticket"
language: "en"
last_updated: "2026-03-10T13:09:47.871Z"
---

# 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)](https://robotiqai.atlassian.net/servicedesk/customer/portals).

## How to Access the Ticketing System

### Step 1: Create an Account

1.  Go to the [Robotiq.ai website](https://robotiqai.atlassian.net/servicedesk/customer/portals).
2.  Enter your email address to start making an account.
3.  Check your email for sign-in instructions.
4.  Click "Sign up" in the email.
5.  Enter your name and password to create your account.

You can now log in to the [Robotiq.ai ticketing system](https://robotiqai.atlassian.net/servicedesk/customer/portals).

![A screenshot of a computer  Description automatically generated](https://cdn-assets.productfruits.com/872d71e1-094b-4fea-8a87-c69fe1937bd5)

![](https://cdn-assets.productfruits.com/e3eb9caa-0a12-439a-8aa8-1b4caf0000be)

![A white background with black text  Description automatically generated](https://cdn-assets.productfruits.com/7fbd4dda-521f-4c83-a9f4-17b98ee012d1)

![A screenshot of a login form  Description automatically generated](https://cdn-assets.productfruits.com/1dab67ff-a577-4cd6-b39e-aa97ad7e0b41)

![](https://cdn-assets.productfruits.com/5d086a73-7a73-4e0b-90a3-96373fd01239)

## 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.![A screenshot of a computer  Description automatically generated](https://cdn-assets.productfruits.com/4f6cd38f-0c23-47d5-88b8-b2af861b893b)

### Step 1: Describe Reproduction Steps

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

### Step 2: Provide Context

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

### Step 3: Add Environmental Details

1.  Tell us where the problem happened:
    -   Browser (if it matters)
    -   Device (if it matters)
    -   Operating System (if it matters)
    -   Robot version
2.  Give us the ID of the job, function, schedule, or robot where the error appeared.
3.  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.

## Track Your Requests

You can easily see the status of your tickets in the ticketing system.

![](https://cdn-assets.productfruits.com/f81f2c6e-2621-43bf-884d-902c272c6465)

## Related Articles

-   [Robotiq.ai Dashboard - Robotiq.ai Help Center](https://docs.robotiq.ai/en/article/robotiqai-dashboard)
-   [New release - Robotiq.ai Help Center](https://docs.robotiq.ai/en/article/next-release)

## Need Help?

Can't find what you're looking for? Join the [Robotiq Community](https://community.robotiq.ai/home/) to get help from other users and the Robotiq team.