Is it hard for Zendesk to mark a SOLVED issue FIXED once they release a fix for it? Wouldn’t there already be tracking between the zendesk request and the internal bug number
There is a tradeoff.
All the time they take individually telling each user they fixed their bug, is time they could have spent triaging and handling other bugs.
All the time they would spend automating resolution flow back from the internal bug and issue tools to Zendesk is time they could have spent improving their internal Q&A processes, which seems to be their biggest obstacle to improving SW quality.
I am perfectly happy with how they handle Zendesk, I know why there is very little feedback and I do not expect more.
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Mind you, that’s how this kind of process happen in ALL games that have this kind of bug reporting feature. Those who complain must be at their first rodeo (but some always find reason to complain in every thread).
Bug reports normally don’t receive feedback. Sure. the “solved” label is a bit confusing, but the feedback for bug reports is in the patch notes.
Individual feedback should not be expected. Bug reporting isn’t about us. It’s about improving the game, which isn’t done by using time for individual messaging that should be used to process more bug reports.
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Agree. For a professional SW with a service agreement coupled with SLAs I definitely expect individual feedback - but only because I paid (a lot!) for that service.
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All they need to do is link the status of the bug and build number where it was resolved. This can be complete automated. I’m not asking for personal feedback. I’m asking for an automatic feedback loop that indicates the actual state, not the Zendesk state.
As of right now, we have no idea if or when someting will be actually resolved. Our tickets are being marked solved and closed. So how long until we open another ticket? All we are told is that it means this is being accounted for “somewhere” and might be fixed later.
How long are we supposed assume they are still working on it? We don’t have any way of knowing if or when they believe they fixed it unless every single bugfix is listed in the patch notes (and we know that isn’t happening). Or maybe they have fixed it and there was a subsequent regression?
Should I open a follow up ticket every 2 weeks, month, 6months, year? Who knows!? It’s a bad system.