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Types of requests (Start Here)

Spam​

  • “Hi” → Some users start the conversation but never tell what they want. Reply with a “How can I help you?” and close the conversation.
  • Random questions (what is Bugfender? / a game crashed / how to spy on my cheating husband / my phone was hacked / stolen phone / [a picture of a funny cat] / I want to learn how to program / ...) → do not reply and close the conversation
  • “Collaboration opportunities” / “Guest blog post” → there's an Intercom macro to handle this (it's called blog guest post).

Leads​

Sales​

  • Requests a demo → gather more information and schedule a demo here (give them this link): https://calendly.com/aleix-bugfender/bugfender-30-min

  • Requests a discount → we usually do not offer discounts, but assign it to Aleix

  • Requests a special plan → we do not offer small plans with custom features. Our special plans start at 449€/month. If you feel they want a large plan, gather the information you can and reassign the conversation to Aleix.

  • Request for a quote → get the company details (name, address) and which plan they want to purchase, then assign it to Aleix.

  • Payment with PayPal / bank transfer / another method → We accept these for Premium plans, assign it to Aleix.

  • Requests a phone number to call → we do not have that, sorry.

“User” questions​

Leads are unauthenticated, so we can respond to questions about the product but nothing related to a specific user account. Do not login to any account in response to a lead conversation. Ask them to chat while logged into the application or send an email from their registered email address. You’re doing this for their own security.

2 exceptions:

  • Reassign the account to someone else, if the team owner can no longer access the account (for example, they do not work at the company anymore) → Account recovery procedure. Do not provide any information of what’s inside the account until the verification is complete.

Security/Compliance​

  • Vulnerability reports: Do not panic, we get lots of them (often invalid, but they need to be analyzed regardless). Please reassign the conversation to Aleix for analysis.

  • Security/compliance questions: there is a security page. For other questions, reassign to Aleix.

  • Privacy Policy: https://bugfender.com/privacy-policy/

  • GDPR requests: Bugfender does not accept requests from app users directly (users of apps with Bugfender installed). We only accept requests from our customers (the app developers).

Users​

Account questions​

  • Account suspended → The only way to get the account suspended is when a customer is from Russia and haven't answered the KYC questions. Check KYC Russia for more information.

Product questions​

  • Logs are not coming → KB article. Often they hit the log limit or the device is disabled. Get an example of a device that should be sending logs but is not, for debugging.
  • Too many logs are coming → enable/disable devices and When does a device send logs to Bugfender? and Logcat logging in Android
  • A device appears multiple times in the device list → they uninstalled the app and installed it again. This is a “new” device. See here.
  • Can not find some log → very often they don’t know how to search or they are looking for a log outside their account retention
  • API access → they need a Business plan (you can check in Intercom which plan they have). If they have the right plan, reassign the conversation to Aleix. Customer documentation here. To enable the API, follow the process in API Access
  • App is slow / performance issues → chat with systems team (or talk to Aleix).

Product feedback​

  • Feedback / feature request: Thank them for the feedback and let them know you will share the request with the product team. Do not promise anything we haven't already decided we will do (so, something it’s in the Development Asana project). Do not provide dates. Reassign to Aleix/Jordi for triaging.
  • If it’s already done: Sometimes people suggest things that Bugfender already does: explain how.
  • If it’s a bug: gather as much information as possible and create a customer ticket in Intercom, there's an automation that should create an associated Asana task.

Billing​

  • User requests a trial → Assign to Aleix for review.
  • User requests an invoice → the user can download it themselves
  • Remove VAT to VIES-registered company → request VAT ID and reassign to Jordi/Aleix
  • Upgrade didn’t work → open ticket with Aleix to review Stripe
  • User wants a refund → Our terms and conditions do not allow refunds, so do not say that we will do a refund. However, we usually grant the refund because we want our (ex-)customers to be happy. Gather the information possible and reassign the conversation to Aleix for analysis.
  • Reached the limit → explain how they can see the limit (in Team Settings or App Statistics tab > “Logs processed by Bugfender” chart) and encourage them to reduce the number of logs they send or upgrade (but there’s no need to press).
  • Subscription renewal failed -> Assign to Aleix for review.

SDKs​

  • How to install the SDK → see if you can help them follow the SDK installation guide. Very often they skipped a step. If you need further help, chat with Jordi/Jose on Slack.
  • Bug report on the SDK → create an Asana task with the details. Add the Asana task link to the conversation as a comment and add the conversation link to the Asana task description. Assign it to Jose and cc. Jordi.