Report a bug or send feedback
Report a bug in ThreoAI, Pylon, or Canopy from the in-app form in your account menu, and find where to send feature ideas and general product feedback instead.
Every Synthreo web app has an in-app report form in the account menu. Use it to report bugs, unexpected behavior, or anything that did not work as you expected. It is the same form everywhere, but two things vary by app: the menu row that opens it, and whether it offers a screenshot attachment. Both are called out below.
Open the form
Section titled “Open the form”- Sign in to the product where the issue happened - ThreoAI at threo.synthreo.ai, Pylon at pylon.synthreo.ai, or Canopy at canopy.synthreo.ai.
- Open your account menu from your profile (avatar) icon in the header.
- Select the report row:
| App | Menu row |
|---|---|
| ThreoAI | Report a bug |
| Pylon | Report a bug |
| Canopy | Submit Feedback |
The dialog itself is bug-focused, which is why ThreoAI and Pylon label their row that way; Canopy’s row still reads Submit Feedback and opens the same form.
Sending a feature idea or general feedback? The in-app form is built around a bug report, so a suggestion is better sent through the Synthreo contact page, or to your MSP or account contact.
Fill it in
Section titled “Fill it in”The dialog asks for your name and email, and a description, which is the required field. Fill in your name and email yourself - the apps deliberately do not pass them through, so they arrive blank. Describe what went wrong, what you were trying to do, and what you expected instead, and include steps to reproduce if you can.
Then send it with the dialog’s send button. Cancelling or closing the dialog discards the draft rather than sending it, so send before you navigate away.
The dialog confirms in place when the report is accepted, and shows an error there if it is not - so wait for one or the other before closing it. If you are ever unsure whether a report went through, send it again. A duplicate costs us nothing to spot; a report you assumed had sent costs you the fix.
Screenshots: ThreoAI and Pylon let you attach a screenshot of the page. Canopy deliberately does not - it renders customer, user, and billing data, and a screenshot attachment would bypass the redaction the rest of the report goes through. In Canopy, describe the screen in words instead. Screenshot capture is also unavailable on some platforms (mobile, touch Macs, and any insecure connection), so it may not appear even in ThreoAI or Pylon.
What helps us fix issues faster
Section titled “What helps us fix issues faster”- Be specific: which app (ThreoAI, Pylon, Canopy, or the Builder console), which page or area, and what you clicked or typed before the problem appeared.
- Expected vs actual: what you thought would happen versus what happened.
- A screenshot when the problem is visual or an error message appears, where the app offers one.
- Browser and OS (for example “Chrome on Windows 11”) if the issue might be environment-specific - add this in the description text.
Diagnostic details are collected automatically in many cases; you do not need to attach technical exports unless our team asks for them.
Privacy and security
Section titled “Privacy and security”Do not paste passwords, API keys, or other secrets into the description. If a screenshot could show sensitive data, crop or mask it before attaching - a screenshot is sent as pixels and is not scrubbed the way the rest of the report is. Reports are handled only for support and engineering purposes.
Other ways to reach us
Section titled “Other ways to reach us”For general inquiries, for feature ideas, or if you cannot get into the app at all, use the Synthreo contact page.