How we delight our external and internal customers with rapid response time
Overview
Sentry alerts
Slack channel: #it_helpdesk
We have a dedicated company Slack channel available for the whole Seraphin team to report bugs (either bugs encountered by our users, or bugs encountered by the team while working in the back-office softwares).
Bug reports guidelines
We try to educate our colleagues to best extent on how to create good bug reports, and we should always strive to remind them with these guidelines about what a good bug report in Slack should contain:
Ultimately these elements serve the purpose of performing a very first instinctive assessment of the severity of the bug, and then to reproduce it.
Furthermore, we try to enforce the following good practices in the channel:
Bugs lifecycle
Once a bug has entered the Slack channel, the following process takes place: