Idea: take bug reports away from support

Ambiebambi

Hi there!

Sometimes, I discover (tiny) bugs in the app and I always report these to the dedicated email address for reports. But, the email I send will also appear in the Support Chat and I will get a response from a Support employee.

Now, I was thinking, wouldn't it be better if there is a whole different place for these things? Right now, when I report a bug, I take time away from Support, while they could be helping other customers with banking-questions. In my opinion, they should be helped first. Bug reports can wait, but banking-issues can't. I sometimes see complaints about the response times here, so I almost feel embarrassed to report bugs through Support, because this will only extent the waiting times for other bunqers.

Isn't it possible to create a new email address, dedicated only to bug reports? And then keep this away from the Support Chat and only check this mail every once in a while? This way, I won't take away Support time from other bunqers, but I can still report bugs and help the app get better.
Only for very urgent bugs Support Chat could still be used, maybe.

What do you think?

Sander

Amber 🇳🇱🇬🇧 not all bugs are actually bugs, sometimes features are misinterpreted for instance. A first line of “defense” is useful in that sense. There used to be a dedicated email address, but this is apparently the most efficient way to deal with it currently. 🙂 I have the same feel8ng tho about “wasting” support capacity by submitting silly bugs.. 🙈

johannes

Sander Amber 🇳🇱🇬🇧 Maybe bunq could implement an own "Report Bug" option in the app (When you click on "I have a question") and if you write something there it still creates a support chat, but with low priority and the supporter usually doesn't respond to it, he/she just writes the bug report and only responds to it if there are open questions, or if it's a misinterpreted feature

JohnDo

Amber 🇳🇱🇬🇧 Hi 👋🏼 Amber 🌈,

I agree with you. bunq 🌈 communicates two addresses: support@bunq.com and report@bunq.com. But as I understand it, all those mails arrive at the same group of people and follow the same procedure. So in that case it doesn’t make sense to communicate different addresses. So I always point people to support@bunq.com or the in-app chat.

Having that said, I sometimes get the idea 💡 that Support is "getting distracted" by the less important calls. And that can also be a cause of long waiting times sometimes. Now I can think of some triage system... so to be able to separate the urgent from the less urgent things (like bugs). Especially useful since you can't call bunq 🌈 for urgent things. I have some thoughts about how this could work ;)

Keep up the good work 👍. Love your enthousiasm

Ambiebambi

Johannes 🇦🇺 Sander Yeah I think that would be a great solution. Any kind of dedicated place to report bugs would be great in my opinion. If it's a misinterpreted feature, it's nice is you get a response of course. But if it really is a bug, for me it would be enough to just get a 'yeah, we'll fix that' message or something or even just a message when it's been fixed would be sufficient.

Sander

Amber 🇳🇱🇬🇧 exactly, and preferably an overview of things I reported, where I can see which ones have been acknowledged, fixed, or which ones need more info for instance..

Ambiebambi

Sander Yes! That would be really cool

Xan

Github issues would be great for reports. A lot of companies use it only as an issue tracker without uploading their code.

Sander

F bunq obviously can't report all known flaws/bugs on that. (there are also internal tools etc). Internally they use GitLab already. The support chat etc has done nice integrations with that even. All departments, from marketing to actual development use it. This makes it very powerful as it is the "single source of truth". Splitting this to a secondary platform is for multiple reasons undesirable I'd say: less overview, more lookup time, another platform to maintain, etc. 😁

Xan

Sander I didn't know they already had a platform in place. The way reports are handled now, via chat or email, and the chat telling me to report it on the forums where I'm told I should email it, and then it ends up back in the chat, sounds very unstructured to me. Like no one knows who's responsible for issue tracking, as if there is no system at all. Hence why I suggested a method that already exists and works for many.

Sander

F I hear this more often. I will pass on this feedback. Either the chat should know how to deal with bug reports or the instructions for us as moderators should be changed. 🙂

Xan

Sander Thanks!