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?

     

GlennD's avatar
GlennD
GoTo Manager

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?

 

dgibby's avatar
dgibby
Active Contributor
6 months ago

The screenshots seem outdated in this reply. There is now a Feedback option, but it is just one text field with a right arrow button which makes you assume there will be more on the next page. There isn't more on the next page, so you don't end up submitting good information. The Feedback page doesn't give an option for a screenshot, doesn't ask who you are (or at least confirm that it knows who you are so you don't worry about whether to include that or not so they can contact for more details if needed.) It also doesn't allow a way to add an attachment or ask for specifics. If the current way to report a bug is to come to this forum, then the Feedback link should send people here instead of to that form.

  • GlennD's avatar
    GlennD
    GoTo Manager
    6 months ago

    Hi dgibby, welcome to the community.

     

    The screenshot is still accurate, but I have added a few more for clarity. While it does not support attachments, you can provide a description along with your contact information which we will use if we need additional details.

     

     

      

    • dgibby's avatar
      dgibby
      Active Contributor
      6 months ago

      I didn't realize those screenshots are just from the app. The Feedback link from the Goto Connect website just takes you to a single field which with a right arrow which makes you assume it will ask for more information on the next page.