Bugs are the inevitable reality of any evolving software product. A small chunk of the support requests we receive fall into the category of ‘Bugs and Issues’. If the support volume is small and if support is handled by the developers of the product, these bugs could probably be solved by those developers as and when they are reported. However, when volumes are large or when a non-developer is handling the front line support, there is a need for a process to make sure everything is documented and tracked. At SupportBee, our volumes are large enough for us to use the Github + SupportBee integration to track and manage customer-reported bugs.
From SupportBee to Github
All reported bugs are sent to Github Issues by the front line support person. This is done in a single click from the ticket interface.
If there are several support e-mails reporting the same issue, subsequent ticket links are posted as comments in the Issue page. This way we can make sure that we get back to every customer with an update once the issue is fixed.
We add a label named ‘follow-up’ to every ticket that is sent to Github. The support person can keep track of the progress on the resolution of the ticket by clicking on the Issue link posted as a comment in the support email thread.
Managing issue priorities
As a company, we would love to solve every reported customer issue. However, the practical reality is that we have limited time and resource for managing bugs along with feature development. As a result, we are forced to prioritize issues. We classify the bugs that affect a large number of customers as high priority. These are usually the bugs that surface after we release a new feature. Medium priority bugs are the ones which are not reported by many but affect a customer’s workflow. Low priority bugs are the ones which do not affect the workflow in any way.
Reported issues and bugs are discussed during every dev sprint and they are taken up in the order of their priorities. Typically, one day in a week is set aside for resolving customer issues.
Once an issue is resolved, the developer/ support person updates every customer who has reported the issue by following the support email link in the Issues page.
Set up your integration today
If you are using Github Issues to track bugs, it is a good idea to integrate your SupportBee with Github to make the bug handling process seamless. The set up is very simple and the integration even supports multiple organizations and projects. Learn more here: Integrating Github Issues with Supportbee.