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Bug report reply templates

Customers who report bugs are doing you a favour. Acknowledge the report, ask only for the details that help, and come back when it ships so they know it mattered.

Replace the text in [brackets] before sending.

Templates

Acknowledging the report

Email

Subject: Thanks for reporting the [short bug description] issue

Hi [Customer name],

Thanks for flagging this. I was able to reproduce it on our side: [one-line description of the bug].

I've passed it to our engineers with your example attached. I can't promise a date yet, but I'll write to you as soon as a fix is out.

In the meantime, [workaround, if there is one] should get you unblocked.

[Agent name]

Asking for reproduction details

Email

Subject: A few details to help us fix [short bug description]

Hi [Customer name],

Thanks for the report. I tried to reproduce it but everything worked on my side, so I'm missing a piece of the puzzle. Could you send me:

- The exact steps you took, starting from [starting point] - What you expected to happen and what happened instead - Your browser or device and its version - A screenshot or short screen recording, if it's easy to grab - Roughly when it last happened, so I can find it in our logs

Even a partial answer helps. Once I can see it happen, I'll get it to the right engineer.

[Agent name]

Telling them it's fixed

Email

Subject: Fixed: [short bug description]

Hi [Customer name],

Good news: the bug you reported on [date], where [short description], is fixed as of today.

[Optional: one sentence on what caused it.] If you [action needed: refresh the page, update the app to version X], you should see it working.

Your report and the details you sent made this a lot faster to track down, so thank you. If anything still looks off, just reply here.

[Agent name]

Tips

  • Say whether you could reproduce it; "we see it too" is reassuring, "we can't see it yet" explains why you need more.
  • Ask for all the details you need in one message, as a short list, instead of one question per reply.
  • Link the ticket to the issue in your tracker so the "it's fixed" message can't be forgotten.
  • Share a workaround whenever one exists; it often matters more to the customer than the fix itself.

Avoid

  • Asking for details the customer already gave in their first message.
  • Promising a fix date before engineering has looked at it.
  • Closing the ticket when it is logged, and never telling the customer it shipped.

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