Bug report response templates
A customer who reports a bug clearly is doing you a favour, and the reply should make them glad they bothered. This template thanks them for something specific, says whether you've reproduced it, gives a workaround if there is one, and tells them how they'll find out when it's fixed. It never promises a date the engineering team hasn't given.
;cs-bug-thanks;cs-bug-thanks in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
When you've tried and it works for you, and you need more detail.
For the follow-up when the fix ships.
When to use it
- A customer has reported something that's broken, with or without good detail.
- You've confirmed the bug and want to set expectations about the fix.
- The fix has shipped and you're closing the loop.
What to avoid
- Don't promise a fix date unless engineering has committed to one.
- Don't call it a "known issue" without saying how long it's been known. Customers notice.
- Don't send the fixed note to people who've already left. Check the ticket is still relevant.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Customer name
{fill:Customer name} - Their first name.
- What they did well
{fill:What they did well} - One line, e.g. "The steps and screenshot made it easy to find."
- Workaround
{fill:Workaround} - A way around it for now, or "none yet, sorry" if there isn't one.
- Your name
{fill:Your name} - Your first name.
- Report date
{fill:Report date} - When they reported it, so they remember which issue this is.
- How to get the fix
{fill:How to get the fix} - e.g. "Update to version 2.4 from the App Store."
Tips
- •Thank them for one specific thing (the steps, the screenshot), not just "the report". It encourages more of the same.
- •If you save the variants as separate snippets, give them cs-bug- triggers (;cs-bug-thanks, ;cs-bug-fixed) so they sort together. Just make sure none of them is the start of another.
- •The "can't reproduce" checklist is worth tailoring to your product once.
Works in Zendesk, Linear, Jira, Help Scout and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
Link the shared bug replies to your bug tracker workflow. When everyone uses the same "fixed" note, customers get a consistent close-out and nobody forgets the follow-up.
See Retext for TeamsQuestions
How should support respond to a bug report?
Thank them, say whether you've reproduced it, give a workaround if there is one, and explain how they'll hear about the fix. Don't guess at dates.
What information should I ask for in a bug report?
The app or browser version, the exact steps, what they expected and what happened, and a screenshot or recording. Ask for only what you can't already see.
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Type ;cs-bug-thanks, get the whole reply
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