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How Do You Get Better Bug Reports From Users?

Posted by samzenpus on from the that's-a-feature dept.

itwbennett writes "You can try to train them, you can try to streamline or automate the process, you can demand that all bug reports go through a middleman (i.e., a QA tester) or you can throw up your hands and accept that users will forever submit bug reports that in no way help you solve the problem. Like the stages of grief, you've probably tried or experienced all of these at some point. But have you found any approach that really works for getting useful bug reports from your users?"

2 of 205 comments (clear)

  1. Re:Make them feel connected. by Dupple · · Score: 4, Informative

    How is a USER supposed to track down a bug?

    In the same way a beta tester does (among other things). Every time I do 'X' then 'Z' will happen instead of 'Y'. Please fix.

    Recreating a repeatable problem is a pretty good start. In my experience the hardest part seems to be getting the average user to explain what the problem in a way that can be understood that is beyond 'it just doesn't work'

    --
    Watch those corners
  2. The NSA method works. by Thanshin · · Score: 5, Informative

    - Record all their actions on a self overwriting one hour long file.
    - Give them a "one button" way of reporting a bug. The button saves the user and the time, then waits for five minutes and then sends you the recorded actions file.

    It's simple to develop and gives you a lot of information. It might be illegal in some countries.