Bugs Protocol

In the event of a user error being identified as a bug, this is the specific outline we must follow.

Objectives

Differentiate between user error and bugs: This protocol aims to clarify the process for determining whether an issue reported is a result of user error or an actual bug in the system.
Collect necessary information: This text outlines the steps to collect essential information when a bug is encountered, such as asking for a screenshot and providing assurance that the issue will be addressed without committing to a specific timeframe.

Procedure

⚠️ Important details to keep in mind for this process: We must ask necessary questions to differentiate if it is a user’s error or if it is a bug.

How we report a bug:

If a bug is encountered, we need to ask the user for a screenshot and let them know we will work on it, but we will not share a timeframe with them.
Create a ticket in Plutio, select the corresponding project, and go under the ‘’Bugs’’ column.
It is very important to go into detail about the bug the user encounters so the developers know what they have to check.
Assign the ticker to Daniela and Douglas, and add Cecilia as a follower.
Copy the ticket number as a note in Intercom.
Once a bug is fixed, the developers will tag us and assign us to Plutio.
We let the user know that the bug is fixed and we will be there to assist them.
We close the ticket in Intercom.
Customer support agents should also include the department once we have reported a Bug in Plutio. To do this we:
- Click on the task and go to "Add custom field"
- Select the "Department" section
- Select the "CUSTOMER SUPPORT" tag

How to close bug tickets in Plutio:

Every time we close a ticket, we must add the last status of the ticket in the comments. For example:"Closed, client was informed" o "Closed, client never responded"