Bug and issue reporting is an important thing. When you rely on someone to solve an issue for you, you really want to make sure that they are aware of the exact issue you are having, so they fix the right thing and fix it well!
In taking care of our clients, a big part is understanding what is happening on their end. It's not the same as repairing a physical item, it ALL happens on a screen. This means we need detailed information to ensure we get it right.
The best way to describe the issue is to show it, therefore..
This is how to report a bug:
- Set yourself up: Install this Google chrome extension. It’s free and it lets you record your screen. There are a few steps; if you're stuck, then please get in touch with our office and we'll talk you through it.
- Once you are set up, make a video of the issue that you see and save it as a link, sharing is as easy as sharing a link like this one. Making the video is easy, see below:
- We need to know which operating system you are using, which browser and other information about your computer so we can replicate the issue and work on fixing it. So make sure you also visit this link, with the same browser that is having the issue, and copy the link that you see on the screen.
- Send the 2 links: - the link for the video and - the link with the browser info to Support or the person you are working with; if you are unsure, please contact us!
That's it! You have saved yourself and your support team an average of 6.487 emails.