Handling Support Tickets Requiring Bug Reports

Our Goal: Turn technical frustration into a supportive, seamless experience. We are here to validate the member's issue, quickly diagnose the root cause, and gather the exact data our engineers need.

Why This Matters: Bugs disrupt a member's health journey. By properly triaging, troubleshooting conversationally, and providing INFRA (our infrastructure team) with meticulous data, we reduce resolution times and build member trust. This guide is your roadmap to identifying real bugs, keeping the member informed, and knowing exactly which Zendesk macro to send at every stage of the process.

🛑 Phase 1: Triage — Is it actually a bug?

Before troubleshooting, verify you are actually dealing with a bug. A bug is a feature that should work but isn't (e.g., app crashes, errors, frozen screens).

Use this matrix to quickly spot expected behaviors vs. bugs:

🎧 Phase 2: The Troubleshooting Conversation (Tier 1)

When technical issues happen, members feel blocked. Start with empathy, then use these scripts to guide them through our standard checks.

1. Validate and Start Fresh (The Restart)

Say this: "I am so sorry the [feature] is giving you trouble today! I know how frustrating it is when tech gets in the way of your routine. Let’s figure this out together. First, could you try logging out of the Vida app completely, force-closing it, and logging back in?"

If that fails: "No worries, let's try a quick restart of your phone to see if it just needs a fresh slate."

2. Check the Environment (Connection & Version)

Say this: "Sometimes a weak connection can cause things to stall. Are you on Wi-Fi or mobile data? Try switching to the other one to see if it pushes the update through."

If connection is fine: "Could you do me a quick favor and check the App Store/Google Play Store to see if there is a pending update for the Vida app? Older versions can get a bit cranky!"

3. Check Permissions (For Video, Mic, Camera, or Notifications)

Say this: "It looks like your phone might be blocking Vida from using your [Camera / Microphone]. Let’s jump into your phone settings real quick and make sure Vida has the right permissions."

🧩 Phase 3: Gathering Data & Managing Expectations

If troubleshooting didn't work, we need evidence for our Infrastructure Team (INFRA).

1. Request the Proof

Say this: "Thank you so much for trying those steps with me. Since it’s still acting up, I’m going to escalate this directly to our technical team so they can investigate. Could you grab a screenshot or a short screen-recording of the exact error you're seeing so I can show them exactly what is happening?"

2. Complete the Macro (MANDATORY)

Fill out the Bug Report Internal Template Macro in a Zendesk internal note. INFRA cannot fix what they cannot replicate.

• Platform: (e.g., iOS, Android, Member Web App)

• Build #: (Current Vida version)

• Member UUID: (Use HGP UUID at end of URL or the 2nd UUID from B2B) 

• Steps to Reproduce: (Be exact: dates, times, screen names, error text - detail all the steps the member takes when the error occurs)

• Expected Result: (What should happen)

• Actual Result: (What did happen)

• Reproducibility %: (Could you replicate it in a test account?)

• Severity of User Impact: (High/Med/Low - use your best judgment)

• Screenshot/Video: [Attached]

🚀 Phase 4: The Handoff (Tier 2 Escalation)

(Tier 2 Agents: Follow these steps to ensure INFRA has what they need).

1. Log it in Jira via Zendesk

1. Open the JIRA side panel and click “Create issue”

2. Project: “ESCA" | Issue Type: “Bug”

3. Reporter: Yourself | Assignee: Leave blank

4. Summary: Clear, brief title (e.g., "Android Crash - Food Logger Entry")

5. Description: Ensure the following fields are pasted and filled out:

   • Platform: (e.g., iOS, Android, Member Web App)

   • Build #: (Current Vida version)

   • Member UUID: (Use HGP UUID at end of URL or the 2nd UUID from B2B) 

   • Steps to Reproduce: (Be exact: dates, times, screen names, error text - detail all the steps the member takes when the error occurs)

   • Expected Result: (What should happen)

   • Actual Result: (What did happen)

   • Reproducibility %: (Could you replicate it in a test account?)

   • Severity of User Impact: (High/Med/Low - use your best judgment)

   • Screenshot/Video: [Attached]

6. Click “Create issue” and copy the resulting Ticket Number.

7. Place the Zendesk ticket on Hold.

2. Close the Loop with the Member (Using Macros)

It is vital that we set the right expectations with the member. Instead of typing manually, select the Zendesk Macro relevant to the situation to reply to the member:

• Macro: Responding to Submitter

  • When to use: Use this immediately after submitting the Jira ticket to acknowledge their issue is with engineering.

  • What it says: "I've successfully sent all of this over to our engineering team! Bugs can sometimes take a little time to squash, but I will keep a close eye on this ticket. I'll reach back out as soon as I have an update or a workaround for you. Thank you for your patience!"

• Macro: Future Update Confirmed

  • When to use: Use this when INFRA updates the Jira ticket confirming the bug is fixed in an upcoming app release.

• Macro: No Fix Planned

  • When to use: Use this when INFRA reviews the ticket and determines it is a known issue or limitation that will not be fixed in the near future.

🚨 RED ALERT - Internal System Outages 🚨

If the Provider Dashboard, Admin, B2B, or Health Guide Platform suddenly goes down for everyone, activate outage protocol immediately.

1. Sound the Alarm (T1 & T2): Send an @channel message in #member_services_team on Slack.

2. Log the Outage: Create a Master JIRA ticket using the Bug Report Template detailing the affected systems. If there is no associated Zendesk ticket, use https://vidahealth.atlassian.net/servicedesk/customer/portal/278/group/-1?groupId=-1 to create a new bug report and track the ticket. Add the JIRA ticket # to your Slack post.

3. Track & Confirm: Monitor Slack closely. We need immediate confirmation once systems are restored.

4. No Responses?: If Slack is quiet, call or text your manager immediately. DO NOT WAIT.