This article explains what to do if you or your agents encounter a bug indicator image or a "Something Went Wrong" error message while working in LiveAgent — for example, when viewing or accessing a ticket after a transfer or in any other situation.
Understanding the Error
A "bug image" or "Something Went Wrong" error in LiveAgent is a general error indicator that signals an unexpected issue has occurred in the system. While this can sometimes appear in specific workflows (such as after transferring a ticket), it is not limited to any single action — it can occur in a variety of contexts and scenarios.
This type of error is not something that can be self-resolved by changing settings or following standard troubleshooting steps. It requires investigation by the LiveAgent support team, including a review of system logs.
Recommended Steps
- Do not attempt to reproduce the error repeatedly. Note the circumstances in which it occurred.
- Take screenshots of the error as soon as it appears. Include any visible error messages, the affected ticket or interface area, and any relevant context.
- Note the details of what you were doing when the error occurred, such as:
- The action being performed (e.g., transferring a ticket, opening a ticket, replying)
- The time the error appeared
- Which agent(s) experienced the issue
- Whether the issue is reproducible or intermittent
- Contact LiveAgent support immediately. Prompt reporting is important because it allows the support team to investigate the relevant system logs before they are rotated or overwritten.
What to Include When Contacting Support
To help the LiveAgent support team investigate the issue as efficiently as possible, please provide:
- Screenshots of the bug image or error message
- A description of the steps taken before the error appeared
- The approximate time and date the error occurred
- The names or accounts of any agents who experienced the issue
- Any patterns noticed (e.g., does it happen consistently with a specific action?)
Important Note
This type of error should always be reported to the LiveAgent human support team — do not assume it will resolve itself. Early reporting ensures that logs are available for investigation and that the root cause can be identified and fixed promptly.