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  • Writer's pictureYas Longoria

How to Properly Create a Defect Report

The tech support team plays a crucial role in ensuring customer satisfaction. When a product isn't working as expected, their ability to create clear and detailed defect reports is essential for efficient problem-solving.

Here's a basic guide, I've created on crafting effective defect reports, you are welcome to adapt it to your specific organizational requirements and needs. Having a clear process and methodology in place will empower your support team to address issues and deliver the best possible customer experience quickly.

Key Elements of a Defect Report:

Problem Description:
  • Concisely summarize the issue, including the affected product area, error messages, and context of occurrence.

  • Focus on the problem itself, not the solution.

  • Example: "Customers using the product API do not have tiered pricing and discounts applied."

Workaround (if available):
  • Provide temporary solutions that customers can use while the issue is being fixed.

  • Think Outside the Box: Even if not directly related to the problem, alternative solutions can boost customer satisfaction.

  • Example: "Tiered pricing settings are applied when updating a subscription's quantity or adding an add-on in the dashboard."

Customer Impact:
  • Describe the impact of the defect on specific customers or customer types.

    • Is this issue affecting "high-profile" customers?

  • Consider factors like browser, OS, platform, and potential revenue loss.

  • Utilize tables or matrices to clearly represent the severity-impact relationship.

  • Example: "Customers using the Product API, tiered pricing, and discounts.

Steps to Reproduce:
  • Offer a detailed, step-by-step guide to replicate the issue.

  • Include screenshots, screen recordings, or logs to provide additional context.

  • Clearly differentiate between expected and actual outcomes.

Expected Result:
  • Explain, to the best of your ability the intended behavior of the product.

Actual Result:
  • Describe the observed behavior that deviates from the expected result.

Additional Tips:
  • Use concise and professional language, avoiding technical jargon or obscure acronyms.

  • Prioritize issues based on their severity and customer impact to guide developer focus.

  • Collaborate with product and development teams to refine reports as needed.

  • Promote open communication channels for discussing complex issues or seeking clarification.

By following these guidelines, you'll contribute to a more streamlined and efficient defect resolution process, ensuring optimal product quality and customer satisfaction.

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