Hey everyone,
We’ve heard from a few of you that your bug reports weren’t getting through, and we’re glad you spoke up.
Here’s what was happening: there was a step in the reporting process that was a bit confusing and, it turns out, redundant. Without realizing it, that step quietly redirected reports to a part of our system that our support team couldn’t see unless they knew to look for it. Not ideal, and honestly, without your feedback, we may never have known it was happening. So thank you! That kind of heads-up is exactly what helps us make things better.
We’ve since streamlined the reporting workflow on your end to remove that friction and put a short-term patch in place to ensure reports are captured correctly from the start. We also have a full team working on a longer-term solution that should make the whole experience smoother and more transparent than ever.
A couple of reminders while we continue working on this:
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You should receive a response in no more than one business day, but if you haven’t heard back from our team within 72 hours, please follow up with our community team or email support@coda.io
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Here is what you should see if you’ve successfully filed a report: This is a confirmation that we’ve received your Ticket! Your Ticket ID is $Ticket ID.
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If you have additional feedback to share about this process, we want to hear that, too.
More updates to come. Thanks for your patience and for helping us get here.