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Bug Reports & Feedback

For: All users | Tier: All plans

Found something that doesn't look right? Have an idea for a new feature? Tellus makes it easy to report issues and share feedback without ever leaving the platform. Your reports go directly to the Tellus support team, and you can track their status and have a back-and-forth conversation — all from within Tellus.

The Bug Report Button​

A floating bug icon appears in the bottom-right corner of every page when you're logged in. Click it to open the Bug Report window. When the window opens, Tellus automatically captures a screenshot of whatever you were looking at — so the support team can see exactly what you see.

Submitting a Report​

  1. Click the bug icon in the bottom-right corner of the screen
  2. The Bug Report window opens on the New Report tab
  3. Choose a category that best describes your report:
CategoryWhen to Use It
BugSomething isn't working as expected — errors, broken buttons, pages that won't load
Data IssueIncorrect data, missing chemicals, wrong SDS information, calculation errors
Feature RequestAn idea for a new feature or an improvement to an existing one
QuestionYou need help understanding how something works
  1. Describe the issue in the text box (minimum 10 characters). Be as specific as you can — include what you were trying to do, what happened, and what you expected to happen
  2. Review the screenshot — Tellus auto-captures your screen when you open the report window. You can remove the screenshot if it contains sensitive information, or re-capture it if you'd like a fresh one
  3. Click Submit Report
  4. You'll see a success message, and the window closes automatically after a couple of seconds

You'll receive an acknowledgment email confirming that your report was received.

Tracking Your Reports​

You don't have to wonder what happened to your report. The My Reports tab in the Bug Report window shows every report you've submitted, with its current status.

Report Statuses​

StatusWhat It Means
OpenYour report has been received and is waiting for review
InvestigatingThe support team is actively looking into your report
In ProgressWork is underway to address your report
ResolvedYour report has been addressed — check the conversation thread for details

Viewing Report Details​

Each report appears as a card showing the category, description, current status, and a comment count badge indicating how many messages are in the conversation thread. Click on any report to expand it and see the full thread, along with the resolved timestamp (if applicable).

Conversation Threads​

When you expand a report in the My Reports tab, you'll see a chat-style conversation thread. This is where you and the Tellus support team can communicate directly about the issue you reported.

How the Thread Works​

  • Your messages appear on the right side of the thread with a blue tint
  • Support team messages appear on the left side with a gray background, showing the name of the team member who replied
  • Each message displays a timestamp so you can follow the conversation chronologically

Replying to a Report​

  1. Open the My Reports tab and click on a report to expand it
  2. Type your reply in the text field at the bottom of the thread
  3. Click the send button or press Enter to send your message
  4. Your message appears instantly in the thread

You can send as many replies as you need — ask follow-up questions, provide additional context, or share more details about the issue.

When You Cannot Reply​

The reply field is not available on reports with a Resolved status. If you need to reopen a discussion about a resolved issue, submit a new report referencing the original report number (shown as TKT- followed by a number on each report card).

Legacy Responses​

For older reports that were handled before the conversation thread feature was introduced, you may see a "Response from our team" section instead of a full thread. This displays the original response notes from the support team.

Notifications for Your Reports​

You'll stay informed as your report progresses through two channels:

In-app notifications — You receive an in-app notification (visible in your notification bell at the top of the screen) when:

  • The support team changes your report's status to Investigating or Resolved
  • A support team member replies to your report in the conversation thread

Email alerts — You'll receive an email when:

  • Your report is first submitted (acknowledgment email)
  • Your report is resolved, with a summary of what was done to address it
  • A support team member replies to your conversation thread

This means you never have to keep checking back manually — Tellus notifies you the moment there is an update so you can jump right back into the conversation.

Tips for Effective Reports​

  • Be specific — "The compliance score on my dashboard shows 0% even though I have SDSs uploaded" is more helpful than "Dashboard is wrong"
  • One issue per report — If you're experiencing multiple problems, submit separate reports so each one can be tracked independently
  • Check the screenshot — Make sure the auto-captured screenshot shows the issue you're reporting. If you navigated away before opening the report window, use the re-capture option
  • Use the right category — Choosing the correct category helps the support team route your report to the right specialist faster
  • Use the thread for follow-ups — If the support team asks a clarifying question or you have new information, reply directly in the conversation thread rather than submitting a new report