There are several methods to report bugs, and some are better than others. I use ALL of them when I encounter a bug in other people's games!
CS tickets - the information is forwarded to QA and Dev. They do not respond to the player because they do not have the time.
In-game bug reports - these go to QA. They compile and file these when there is enough information to use. Unfortunately, all too often the bug report consists of one line, like "Quest is broken - FIX IT!"
There is no mechanism for a two way conversation, so QA relies on detail and multiple people reporting the issues.
Social media: Twitter, Facebook, Reddit, Discord, livestreams, videos. They can all work, but they are often difficult to track and the conversations disappear quickly, so they are the least useful method.
Forum posts - here is where we can do better for everyone, and we intend to:
As of today, we have a terrific guy named ZamboniChaos working in Community, prowling all Trion forums for bug reports. Here's what he will be doing:
- recording all bugs that are reported in sufficient detail. More on this later.
- respond to the thread so that people know it has been noted.
- forward the list to Dev and QA daily.
- when requested, he will go back to the thread to request more detail.
- he cannot guarantee the prioritization or ETA on any issue. Not unless he learns to code for all our games, hehe.
Here is what happens when we get useful bug reports:
- Once bugs are filed in JIRAs (our internal workflow system), they are prioritized by Dev in conjunction with their workload and deadlines.
- These lists are constantly moving, which is why we do not post a public-facing bug tracker.
- Game-breaking bugs take precedence, along with anything that affects people's character integrity or expenditures.
- There are some bugs that may indeed take a very long time to fix, if they are not as important as other tasks.
With the help of ZamboniChaos, we will have less chance of losing track of issues on the forums, and I am very happy about that.
How everyone can help:
- make sure you collect up as much detail as you can about the bug you experienced. What day, what time (and zone), what server, what character, level, action, game zone, does it happen every time or only occasionally or only when you take a certain action? It is amazing how very important some tiny details may be in solving a bug.
- please keep the forum guidelines in mind when posting to the forums. We do not want to action an otherwise useful post because of an ill-advised comment, but we will.
- be patient. Devs work hard to improve the game but there are challenges of time and engineering that may delay your bug from being solved. We tend not to give ETAs for the simple reason that they may change unexpectedly.
- accept that this is not you "doing our job." If we had been able to fix the bug (or even identify it) previously, we would have. In most cases, we need external feedback to help nail the little boogers. If you don't want to help, that's cool. We are grateful to those who do.