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How to, link my bug reports submissions into my ticket system?

Several years ago while my software wasn’t selling very well, I started to become very paranoid that my poor sales was due to bugs in my program. Bug that were hardly every reproduceable.  Over a year ago, I got some mturks to pinpoint some bugs. Which I believe, led to some of the major bugs being fixed.

However, I still get lots of bug reports where I can’t proceed any further. Theres two issues here. Firstly, that my bug reporting is super sensitive and produces reports when there isn’t actually a bug, although I’m not 100% why I get some of these reports.

Secondly, I’m wondering if I linked the reporting into my new ticket system and showed that I’m taking the problem seriously and asked for more information via the ticket system, whether people might provide more information.

by JM

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{ 5 } Comments

  1. MikeL | June 4, 2010 at 8:06 pm | Permalink

    The best way I’ve found of getting people to give more
    info is to offer them a free copy of the software, i.e. if
    they help me fix the problem they’ve spotted and which
    is stopping them using the software then they get a free
    copy. Some customers seem to rather enjoy being “part
    of the team” and will keep highlighting problems or
    nuisances for some time which can be helpful.

  2. Dipsy | June 4, 2010 at 8:12 pm | Permalink

    How do you tell them about this trade?

  3. MikeL | June 4, 2010 at 8:14 pm | Permalink

    When someone reports a problem – and they haven’t
    already purchased – then I make them the offer but only
    if I can’t understand or reproduce the problem without
    their help, e.g. I might need them to run with logging on
    and send me a log file.

  4. Dipsy | June 4, 2010 at 8:19 pm | Permalink

    Thanks

  5. Dipsy | June 6, 2010 at 4:11 pm | Permalink

    I’ve had a few minutes to look further into what I’d hoped might be possible. I want to automate this so that I get results with little or no effort.

    I’ve had a quick look at the submit ticket php script from my help desk system and I think it should be easy enough, to take a copy and modify the code to add two ticket messages to the database and
    send out an email, perhaps two.

    The first record would be their comments in the bug report, then name and email address. Then send them the confirmation email.

    Then the second record, would be thanks for your comments, can you provide me with some more details and offer them the free license etc.

    Although it might be better to do this second step manually using a standard message, but allowing me to confirm that I want further information. Which would have a time lag to show its an actual person.

    I’m pleased that the first step of adding the record and sending the email looks easy.

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