I thank my lucky stars for the superpower which is “A single email address which files a bug with… anyone.”
It takes some real work on the backend but is incredibly useful for scaled software companies.
It takes some real work on the backend but is incredibly useful for scaled software companies.
The convention in ticketing systems to push all the classification work to reporters is a) hostile to getting good bug reports and b) probably suboptimal because reporters will never understand owning engineering team as well as local part of the org does.
So you should just optimize for getting a high volume of good reports and have a process to triage and classify, which can be done in your ticketing system of choice.
As a user of this system, this lets me take a report of an infelicity in anything Stripe does at literally any time anywhere and just fire-and-forget (or let reporting external user know once it is fixed).
Most recently: “Hey we can set this via the Dashboard UI but not via the API. What gives?”
*forwards email*
And now I don’t have to reacquaint myself with which of four places could have caused that infelicity. It just gets fixed “magically” from user’s perspective.
*forwards email*
And now I don’t have to reacquaint myself with which of four places could have caused that infelicity. It just gets fixed “magically” from user’s perspective.
Again: this is a lot of work on the backend by responsible engineers, and I salute them for it. It is worth it for getting to the desired level of quality and responsiveness.
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