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Best practices: inform customers about bugs

  • 15 January 2020
  • 2 replies
  • 66 views
M
Rank

 Hello,


we are currently considering informing customers proactively about bugs in our system.


As we run a software as a service model most bugs affect all customers. Currently, we receive tickets by one or two customers about a bug knowing that many more about the same issue will follow in the next couple of hours, which is not very efficient because we need to handle all these tickets seperately.


We thought it might be a solution to proactively inform customers about bugs (not only incidents), so they don't have to create tickets. But then again: never tickle a sleeping dragon (for muggles: let sleeping dogs lie). So we were wondering if you know about some best practices or could let us know how you handle such cases.


Thanks!

Magdalena


2 replies

A
Rank

I think it depends on your software really. As you are using a SaaS model and it's really critical to peoples business then maybe it's a good idea to have some notification (non-intrusive) to notify people that stuff is going on and they should be cautious about a particular feature/task or whatever.


If you're a less critical or expensive system I think people might find it annoying to be told you have issues all the time when a majority of people might not have had any problem at all. Maybe try to get some stats to see "What percentages of our users would see this notification and what percentage would it help?"



hemanth.ramya
Rank
Userlevel 5
Badge +9

Hello!


Did you get a chance to try the Proactive outreach feature in Freshdesk? Using this, you would be able to achieve use cases like informing about scheduled maintenance, bugs/issues, product changes/updates by sending emails to a group of contacts. All you have to do is to import the CSV file containing the list of contacts to whom the email should be sent. You can get detailed insights on Proactive outreach from this solution article.


For further queries, you can write to support@freshdesk.com and we would be happy to help.


Cheers!

Ramya, Freshworks Community

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