Bug instantly got solved when submitting a report via Zendesk

IMHO there is a bug in ZENDESK.

I just submitted a bugreport there, and it INSTANTLY got “solved”.
How’s that possible?

The ticket has number #173896

Topic moved as the Bug reporting section is for reporting bugs in the game by using the provided template and title edited for clarity.

Unfortunately “solved” doesn’t mean “fixed in the sim”. Their definitions are as listed in the FAQ.

“Below you will find a short description of each status.

  • New: The bug report is in the queue and hasn’t been handled yet.
  • Open: You updated the bug report.
  • Awaiting your reply: Our team contacted you to request more information and is waiting for your reply.
  • Solved/Closed: The bug report has been handled and escalated to our internal bug tracker—Our QA team will then review the information and try to reproduce the issue thanks to the information you provided.”

Not the best choice of wording to show they’ve logged the bug.
Regards

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thank you very much @Habu2u2 !
Then I’ll hope, they will look into it and I get a proper answer … later

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You will never get an answer. Not when they reject it, nor when it is fixed. The only feedback you will get is that someday you discover that the bug has been fixed in game. Or not.

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That’s not a good customer care imho.

When we would do the same with our customers, we would get massive trouble.

I have several tickets sent since 2020 marked as “solved” maybe this means “received”…

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Yes, I agree. It’s taken to literally and can be potentially confusing but thats just how the forum messaging works.

Charles

Do I need to post a topic in this forum?
I thought I have to send a ticket OR a forum post?

It’s not a huge bug, it’s a scenery glitch, where a airport tower is located right ON the runway.

But what made me confused was, that I did the effort to send the bugreport and INSTANTLY got “solved”.
That looked to me like, it’s directed into the trashcan, which made me sad!

That was the reason for my post here.

Assigning a ticket Number, and informing the submitter of that ticket number would help.
Also, if there was a way for Customers to "SEARCH & “READ-ONLY” the ticket Database, that would add better exposure, but maybe more than the Developers want the Public to have ?

The issue may be, the more a Developer exposes their Internal processes, the more they can be called to be accountable … not every developer wants that sort of exposure.

Note: During the development cycles of FSX, such a system was in place, at least for the "Vetted & Selected " Beta tester team, which worked very well.

That way, all the Testers in the team were “informed” in some detail as to what was going on, both with the Beta Testing, and with the Developer’s resolution of Beta Tested issues.

Different times ..before AGILE & SCRUM :stuck_out_tongue_winking_eye:

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I just wonder about whether users not read the emails .. I got allways an email after bug creation which explain all the questions:

Hi Micha…,

Thank you for submitting a bug report. Our team will review the information and try to reproduce the issue thanks to the information you provided.

WARNING - Bug reports are not to report technical or account issues that prevent you from installing, downloading or playing the sim. You will not receive further updates or an answer to this ticket. If you mistakenly opened a bug report instead of a support request, please choose the most appropriate category from the dropdown menu and submit a new request.

Bugs and issues that have been successfully reproduced will be categorized and prioritized—game-breaking bugs will receive the highest priority, while middle-of-the-road and cosmetic bugs are prioritized based on reproduction and the number of times reported.

Be aware that the status of your ticket on Zendesk does not necessarily reflect the status of the bug in-game. For more information, visit Zendesk Bug Reporting FAQ or the Bugs & Issues forum.

How to find out which bugs and issues are already tracked?

Bugs and issues that have been reported via the forums can quickly be sorted out by tags.

Bug Logged = The issue reported by the community is logged as a bug in our database. Note: Once logged, the team will be working on a fix for a future update

Investigating = The team is aware of an issue and currently investigating

Feedback logged = A Community Feedback is logged in our database to verify the bug. Note: If the feedback is verified as a bug, the thread’s tag will be changed to “Bug logged”

Need your help = Unable to reproduce, need further information

Workaround = A workaround is available

Fixed on live = The issue previously reported is now fixed on the current version of the SIM

Best regards,
Microsoft Flight Simulator Support Team

Why its a good idea to have a bug also in forum is, how bugs are priorized. In case other users reported the same issue, the users VOTE on the bug and more votes, means more urgent.

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Seconding @Hester40MT’s post above. Everything he wrote there is correct.

Thanks,
MSFS Team

Okay, I didn’t know about that.
Next time I will also post a bug into the forum.

But in the past my experience about posting bugs in the forum is quite disappointing.

I never got any little official answer, even with several vote on it.

And what do you think, how many users does care about a tower on the runway on a far out Alaskan airport? I guess I would earn max 1 or 2 votes, if any…

I guess we all have our list of bugs that never get fixed, even ones with hundreds of votes.

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