Acknowledge the issue
Show that the report was received and say what you will check first.
Bug report reply
How to respond to a bug report
Use this guide when someone reports a bug and you need to answer without confirming a cause too early.
Generate reply ideasAsk for objective evidence
Environment, time, affected user, screenshots, logs and reproduction steps can speed up investigation.
Avoid naming a cause too early
When there is no diagnosis yet, make it clear that the cause will be confirmed after analysis.
Bug without steps
Situation
PM reported that some users cannot complete signup, but did not send steps.
How to use Textro
Use Create questions to list what to ask for.
Production error
Situation
Customer saw a 500 error when saving an order this morning. We have request id but no cause yet.
How to use Textro
Ask for ideas to reply and request data without assuming cause.