Forum Discussion

mkeaton's avatar
mkeaton
Frequent Contributor
2 years ago

Bugs - How to report them?

Is there a simple way to report bugs? I don't see anything, and contacting support doesn't seem like the best way either, takes way to long for the end user. Suggestions? Option? Thank you!
  • GlennD's avatar
    GlennD
    2 years ago

    Hi mkeaton,

     

    There are basically three options: 

     

    1. Call Support and report the issue. Demonstrate it to the support agent who can then verify it, document it, and create a ticket. 
    2. Report a bug through the GoTo App by clicking on the ?  and selecting Give Feedback and then +Give Feedback


       



       

    3. Report it here in the community with all of the details needed for us to try and recreate the issue on our side and document it for a ticket 

    For something to be classed as a bug, it needs to be reproducible so the more details that are provided the better. For example:

    • Windows or Mac?
    • softphone or physical phone etc? 
    • what are the exact steps taken?
    • the actual result vs the expected result? 
    • how often the issue happens (is this the first time or does it happen frequently or always?
    • how many users are affected?

     

mkeaton's avatar
mkeaton
Frequent Contributor

Hey Glen,

 

Could you confirm that the feedback option is working for  you? Every browser and the desktop app seem to be broken. When I click feedback it doesn't do anything. Was working until Tuesday, then it just sat as a loading screen that was blank then after that it hasn't worked since. And when I say hasn't worked I mean I click feedback and nothing pops up at all, in any Goto platform I have access to. Firefox, Chrome, Edge, GoTo App (latest version).

 

Is anyone able to use the feedback option?

 

I created a support ticket but they just tell me to clear my cache/cookies, which I have done multiple times and  there is no change. I requested this be reported to tier 2 support however I have no way to know if that occurred or not. Maybe if others are seeing the same issues it might push them to fix it? 😃

 

 

KateG's avatar
KateG
GoTo Moderator
2 years ago

mkeaton It works on my PC and Mac, have you tried restarting the computer or accessing through a different computer? 

  • mkeaton's avatar
    mkeaton
    Frequent Contributor
    2 years ago

    I have restarted my computer many times. I just tried on another PC and it did not work there either. This is super weird lol I cleared cache/cookies I have used all 3 browsers AND the app, none of the feedback options work.  

     

    Thank you Kate, I did need to know if it was a just me thing or not to figure this out. Support has asked for screenshots... of something that doesn't pop up or work at all so I'm going to try sending them a teams video.

    • KateG's avatar
      KateG
      GoTo Moderator
      2 years ago

      mkeaton sorry to hear this hasn't been resolved and thanks for all the troubleshooting attempts and for working with the support team. I can certainly pass along your experience to the team.