One challenge we encounter is answering support emails about the same issues again and again. You might have experienced it too :)

Is there a way to track those bugs and issues, and to share them with our product/engineering team to make improvements — reducing the number of emails our support team gets?

Here’s a simple process to help us do just that.

Create a "bug board" on Trello.

Each time a customer reports a bug, add a card to the board. 

And with every new instance of the bug/request, comment on the card with a link to the case in your help desk.

Here’s an example of what our board might look like: 

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Appoint a Bug Czar

The bug board is meant to be a “quick and dirty” process — giving our support team a simple and fast way to report issues, without it taking too much time away from customer conversations. 

This can occasionally result in the same bug or feature getting reported in a different way on two different cards. 

Which is why it’s important to appoint a "Bug Czar" to keep watch over the bug board :) 

The Bug Czar’s job is to consolidate duplicate cards, keep a close watch on trends, and report the key bugs to the product manager each week. 

This requires a bit of organization on the Czar’s part, and also some judgement calls. 

Prioritize issues

Some bugs will affect fewer customers, but are complete blockers. Others might be smaller… They won’t prevent customers from doing what they need to do, but they still annoy a large number of people. 

How does the Czar decide which issues to prioritize and report to the product manager?

One quick rule of thumb we find useful is to evaluate each item on the board based on how critical is it and how many customers it affects. The issues that are the most critical (i.e. causing you to lose customers) and affect the largest number of customers will be the low-hanging fruit.

And ultimately, the Czar makes the call on these and prioritizes accordingly.

Share top priorities with the product team

Once the cards are prioritized, a product manager can take this information and incorporate the high priority issues into the developers’ schedules for the following week.

Using a process like this can help us turn issues into action items that our product team can use to build an even better experience for our customers!

Keep in mind: every team is different! We encourage you to tweak and customize this process to fit the specific needs of your own team :)