Forum Discussion

mkeaton's avatar
mkeaton
Frequent Contributor
3 years ago
Solved

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
    3 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
3 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 Manager
3 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.