Bubble support - longer wait - large volume of requests

boston85719 · 2024-08-16T08:45:14.327Z

So I have 8 emails from support after I submitted a bug report recently. It took 5 emails before I got an actual response that provided any information. Unfortunately that email didn’t acknowledge the bug nor express that a solution to the bug would be addressed. Then after asking for the bug to be addressed I had another 3 emails.

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In total 5 different support agents sent me a total of 7 emails indicating they received the request, and are looking into it or handing it over to a specialized team.

The Bubble support team needs some kind of change that could help them better utilize their resources. @fede.bubble support emails and notifications are a bit of a drag on the support teams effectiveness at handling support request efficiently. Is the team doing anything at the moment to try and streamline the process as well as to avoid inundating users with unnecessary communications? I personally hate having to open so many emails just to read they have not fixed the issue and/or do not have any questions or need for further information from me. This is part of the reason why so many experienced developers avoid submitting bug reports at all costs.

code-escapee · 2024-08-16T12:44:13.106Z

boston85719:

This is part of the reason why so many experienced developers avoid submitting bug reports at all costs.

When you make many hurdles to submit a support ticket and when you don’t respond to support tickets for weeks and when you do you rarely address the problem and often claim it’s not a bug to keep some hidden bug counter low (expected behavior) → those with any experience don’t bother to submit support tickets → Bubble loses visibility into bugs and issues with their product.

And it seems Bubble isn’t aware of this obvious phenomen → exhibit A

May 10: Bubble isn't down but severly limited with many DB timeouts...!?! Bugs

It’s just weird to me that you’d say that to a Bubble employee that knows exactly how many support ticket’s you’ve submitted in the past and how fast we were in responding to them

fede.bubble · 2024-08-16T21:00:16.534Z

boston85719:

Is the team doing anything at the moment to try and streamline the process as well as to avoid inundating users with unnecessary communications?

The team told me they make a tradeoff on sending more emails (can be annoying) but reducing time between messages (so users don’t think they are talking to the void). They said they’ll take another look at how these communications happen

code-escapee · 2024-08-16T21:55:34.032Z

Wouldn’t a simple ticketing system where users can check the status of a ticket and set their notification preferences solve this pretty easily? Zendesk’s isn’t bad for out of the box but I’ve built a couple of such ticket portals in Bubble, so that may be a way to go, if you guys can afford the WUs for all the incoming tickets

georgecollier · 2024-08-16T22:46:32.372Z

Like this?

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code-escapee · 2024-08-16T23:07:44.877Z

I forgot about that as I don’t bother with support tickets due to the futility in filing any (no needs to repeat the reasons we all know well by know). But yeah that potentially addresses @boston85719 's too much / too little comms issue

boston85719 · 2024-08-17T05:18:19.477Z

@code-escapee it does not address the issue. For one, in the rare cases that thing is collapsed when I open the Bubble home page, it is alerting me to messages I’ve never requested to be receiving from weeks ago.

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It also has no place to set preferences on communications or what type of messages/notifications you receive. Perhaps I could be daft and those settings are somewhere else?

That also doesn’t address the fact that my email is still inundated with emails stating that somebody looked at a ticket and will send to a specialized team.

Simple solutions would come from a managerial approach.

Send confirmation email of Bug report submitted WITH the details of the Bug report (Bubble stopped attaching the support ticket details with the confirmation email about 6 months ago, potentially as a way to reduce our ability to follow up with the reports that fall through the cracks)
Send emails only to request more information or that demonstrate a solution/fix was put into place or the inability for support to reproduce.
No emails about ‘we looked and are sending to somebody else’
No emails about ‘thank you for patience, we will look’
No emails about ‘we received this outside of office hours’

I would imagine that nobody in their right mind in 2024 would expect email to work like a chat system, so everybody should be able to have logical expectations about delays in responses via emails. I do not believe people get the feeling they are speaking to a void when communicating via email, especially since Bubble support overall does a really great job and they do respond quickly with thoughtful responses. I just don’t think we need all the extra emails.

code-escapee · 2024-08-18T14:23:03.194Z

Good points. I assumed you didnt overlook that so used “potentially addresses”

boston85719 · 2024-08-18T17:54:26.804Z

It just might be that it makes it worse

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Most recent email received, after the previous was indicating another hand off to a specialized team.

boston85719 · 2024-08-19T16:56:07.237Z

@fede.bubble can you provide some insight on this. I have submitted bug reports but do not get an email indicating the bug report was submitted and received. I’ve also been receiving a ton of emails in a single email thread based on a bug report that seems to be pertaining to multiple bug reports.

What would be an optimal experience.

Submit bug report and receive email confirming receipt of the bug report with bug report number in the email subject line and in the body of the email, the submitted details of the bug report.
Hear nothing from support until they have a question or a resolution or sad news.

With this, user has a record of bug reports they submitted to follow up on their own when they feel the need, do not get inundated with unnecessary emails, and multiple bug reports do not get combined into a single thread.

My most recent issue is a bit beyond ridiculous at this point.

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With the above, I believe multiple bug reports got mixed into this single thread, which is why there are 4 emails from two different support agents, into a thread after it had been closed by another support agent you had handled the ticket and appropriately closed it out. I have submitted two or three bug reports in the past couple of days with no new email threads created, which leads me to believe the 4 emails from two different support agents are in regards to two other separate bug reports.

fede.bubble · 2024-08-19T17:12:03.004Z

I already flagged this thread to them so they are aware, but I’ve shared with them your latest reply here for added info

boston85719 · 2024-08-19T17:28:52.928Z

Thanks @fede.bubble I think the email threads got converged. Support has confirmed they have received my bug reports and sent into other teams. This would track with what I am experiencing.

I asked support to confirm if there has been a change to procedure to not send a bug submission confirmation email.

fede.bubble · 2024-08-19T17:32:21.292Z

boston85719:

I think the email threads got converged.

It’s possible this is Google’s doing as well. Since the subject lines and sender match, there might be some “smart” sorting happening to your inbox

boston85719 · 2024-08-20T07:32:16.151Z

fede.bubble:

It’s possible this is Google’s doing as well. Since the subject lines and sender match, there might be some “smart” sorting happening to your inbox

That could be possible. Likely easiest solution there is to bring back the automatic email informing of bug report submitted and received with the bug report number in the subject line.

georgecollier · 2024-08-20T08:52:58.950Z

boston85719:

I have submitted bug reports but do not get an email indicating the bug report was submitted and received

Same here since recently!

I don’t know how much control Bubble gets over the emails that the ticketing system sends out, but a link to view the thread in the browser would help me work out what bug report they’re actually replying to.

boston85719 · 2024-08-20T12:44:46.874Z

I believe they have a decent amount of control, as in the past they always provided the submitted details in the first automated email indicating submission received. This was great and allowed us to have a reference for what a bug report email thread was pertaining to, as well as a way to follow up on those reports that fall through the cracks.

That stopped when Bubble changed the way they analyze their bug reporting KPIs. This coincided with when the monthly community update stopped providing information regarding how many bug reports were submitted, resolved and avg timing for resolutions. I requested they reinstate the details at that time but they still have not.

This new issue seems to be a bug as support has confirmed we are still supposed to receive a confirmation email, but still doesn’t look like the report details are getting sent along with it.

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There has been plenty of times support replies asking for me for more details, to which I need to request the details of the report so that I have an idea of what app, which page, what issue etc. etc. the specific bug report is about.

But reading the email in the screen shot, they may have confused the concept of email confirming report is submitted with email confirming report has been reviewed.

We need an email confirming report has been submitted with the report details included, we do not need an email confirming it has been reviewed though, nor do we need emails confirming it has been sent to a specialized team.

boston85719 · 2024-08-31T07:21:56.154Z

Any update after following up with the team on this? I’m no longer able to use the Bug Report as the emails get all mixed up and I end up with no reference to what Bug report the support agent is referencing, and have to shift through dozens of emails to find past responses.

That single thread has 48 emails and pertains to 5 or 6 different bug reports.

I now have to just send an email to support with my own subject line to make sure email threads do not get mixed up and that I have a reference to what details I provided for the bug report.

Would be great to get the system working as it used to, which is when a bug report is submitted the submissions triggers an immediate email for notification of submission received. Email should have subject line that includes the bug report number and body should contain all details submitted.

boston85719 · 2024-09-09T15:10:24.311Z

@fede.bubble any update on this? Seems these issues are causing problems not just for users but support staff as well.

Thanks for waiting. It seems like the two reports you wrote in about the page break and data field input boxes were mixed up on our end; we sincerely apologize for that.

One of the most recent replies from support I’ve gotten.

Is the change an intentional change to omit the bug report number from the subject of the email? Is the change to not provide an automated ‘receipt of submission’ email intentional? Is the change to remove the bug report details from the email thread intentional?

If so, are there reasons to have done so that perhaps could be reconsidered?

Appreciate the help on this.

fede.bubble · 2024-09-10T15:11:32.140Z

From the success team:

A change went live last week. Bug reports submitted from Bug Report | Bubble will have a Unique ID in the subject, and the confirmation email will contain all the information submitted by the user.

boston85719 · 2024-09-10T15:59:37.057Z

Thanks for the help on this @fede.bubble