How to deal with bugs

What do I do if I think I've found a bug?

Isolated or Epidemic?

Is this bug an isolated event, or is it happening everywhere? Try to reproduce the bug with different apps of the same type (aka, Contact Form) or different users of the same type (Shopify). Can you reproduce the bug on other apps, new apps, other users?

• Isolated - Assign to Engineering and tag as bug.
• Epidemic - move to next step

Known, Minor, or Major

How bad a bug is this, and do we know about it already?

• Known - Search Help Center, and see if we already know about this bug. If so, let the user know that it's an issue we're working to fix.
• Minor - If this bug is a minor issue that's annoying, but not impacting the core experience for the user or end user, assign to Engineering.
• Major - If this bug is significantly impacting the user or end user, or is preventing the app from functioning at all, then we might have serious problem.

What to do if a bug is Major:

Immediately:

1. Assign to Engineering.
2. Alert Ben via Mouth, Slack or Phone (610-737-3935).
3. Alert the rest of the Support Team via the Support Slack channel.

Note: Always respond to the user before assigning a ticket to someone else!