Feedback & Bug Reports
At a glance
| Location | Sidebar → Feedback, or Support panel → Tickets tab |
| Plan | All plans, including the free tier |
| Related features | 2 |
Report bugs, suggest features, or send feedback to the Spun team as support tickets. The Tickets tab and the Human Support chat are visible to the inbox owner and to members with Full Control of a shared inbox (and to other shared members only where Human Support has been turned on for their share); other members can still file a report from the Feedback dialog but do not see the org's ticket list. The Feedback dialog offers Bug Report, Suggestion and Other; questions for a person are not filed here but asked in Human Support (Concierge), and the form says so with a link. Tickets can be filed from the Feedback dialog (with screenshots), from the Support panel's Tickets tab, or by simply telling the Weave assistant about a bug or a missing feature - it files the ticket for you and gives you the ticket number. Track replies, add screenshots, and reply back on any ticket. The same panel also has an Inbox sub-tab for messages the Spun team sends directly to your org or broadcasts to everyone - separate from ticket replies, with its own unread indicator. When a person from the team joins your request, you are helped by Spun Support: replies, the joined-the-conversation notice and the support side of the Human Support chat are all shown as coming from Spun Support rather than from a named individual, and the contact details of the team member handling it are never shown to you. While the team is writing a reply you see "Spun Support is typing". Every reply from Spun Support is also emailed to the account owner, all in one email thread called Spun Support, whether or not WhatsApp is connected; the email highlights the new reply with the recent conversation under it. The Human Support chat has the same globe icon as any chat for Language and Voice Settings (translate incoming support replies automatically, or write in your language and send in another) and the AI compose button next to the composer. Human Support lives in the Spun Concierge panel only: the separate Spun Support group chat is retired, a note in any old group points to the panel, and anything still written there reaches the team all the same. Right-click the Spun Support row in the chat list to mark it as unread. While you are on another tab of the panel, the Human Support tab shows how many replies are unread. Messages can be formatted like an email (bold, italic, underline, bullet and numbered lists) from the formatting toggle next to the composer; the formatting shows in the chat on both sides and in the Spun Support email.
How to use
- Tell Weave about the bug or feature idea (it will offer to file a ticket), or open the Feedback button in the sidebar.
- Describe what happened and what you expected; attach screenshots if helpful.
- You get a ticket number; team replies show up in your ticket history (Feedback dialog and the Support panel Tickets tab) with an unread badge.
- Check the Inbox sub-tab in the same panel for messages the Spun team has sent your org directly or to everyone.
- For anything urgent, use the Human Support tab to chat with the team directly - you are answered by Spun Support, so the name you see on every reply is Spun Support, not the individual person handling it.
Related features
concierge- Settings
FAQ
- How do I report a bug?
- I found a bug, who do I tell?
- How do I suggest a feature?
- Where do I see replies to my feedback?
- Where do I see messages the Spun team sent to my org?
- Why can my teammate not see the Tickets tab or Human Support?