Protocol: How to deal with user bug issue

Conditions

A user has reported an issue on the platform. You’ve been tasked with investigating and resolving the issue.

Response

1. Check logs

Check your server logs or your reporting service (e.g., Sentry) to see if any errors jump out. If you’re lucky, the issue will be apparent here and you can work on a fix.

2. Replicate the issue

Use something like BrowserStack to see if you can replicate the issue using their OS & Browser and the steps they took.

3. Ask the user for more info

If the logs don’t provide any insight and you aren’t able to diagnose the issue, ask the user for more info by sending them an email like the below:

Hi <Name>,

We’re sorry to hear you experienced an issue on our platform. To help us to investigate and resolve this issue for you, can you please provide us with the following information:

Go to whatsmybrowser.org and share the link that’s generated when you press the “Copy” button.

WhatIsMyBrowser.org link: <paste-link-here>

If possible, can you please list the steps you took up to the point when you experienced an issue.

• <List of steps>

We’ll do our best to resolve your issue.

Kind regards,

<YourName>