Bug Reporting Guidelines

How to submit a bug and what to include

Step 1:  If the bug is reported via phone call or chat, create a ticket in HubSpot and assign it to yourself.

Step 2: Create a Task from the ticket and assign it to Wendy.

Bug Reporting Process:

Please provide the information below on the task - 

• Be Detailed: Vague reports will be returned for more info. Include:
  
  • ID, Name, Email, Company/Domains
  • Date, time stamp (if applicable)
  • Brief description explaining the issue
  • Form names, file types, error codes
  • Videos are useful but should not be the only info. Demonstrate steps to replicate the bug and keep the summary clear for quick reference.

• Refer to Roles:
  • The Pro should be referred to as user, primary member, staff, or manager.
  • The Pro's client should be referred to as client to avoid confusion.
• Reproduce the Bug: Test it before reporting. If you can’t, confirm that the Pro has reproduced it.
• Duplicates: If the bug has already been reported, mention it. If multiple clients are affected, list their names and domains.

Escalation & Updates:

• Tier 2 reports issues to programmers. Priority depends on reproducibility, global impact, and client complaints.
• Hot Fixes: Only considered for sites down or global module failures.
• Updates: Any updates will be added to the task. Once complete, Tier 2 will assign it back to you for follow-up with the Pro.