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Close the loop with customers after a bug fix

Customers who report a bug rarely hear what happened next. A short message when it is fixed turns a complaint into proof that reporting is worth their time.

Last reviewed

Wait until the fix is live

Do not message when the fix is merged. Message when customers can see it working.

Write a short, specific message

Say what was wrong, that it is fixed and what to do if they still see it. Skip the technical detail unless they asked.

Ask them to check

A line asking the customer to confirm catches fixes that did not cover their case.

Handle the ones who left

If the customer already cancelled, a brief note can bring some back. Send it once and do not push.

Count what you closed

Track how many reports ended in a message. It shows the team that bug fixes reach real people.

Questions

Should we notify every customer who reported it?

Yes, in a short message once the fix is live. It takes minutes and shows you listened.

What if the fix does not work for them?

Reopen the ticket, keep it linked to the bug and tell them you are still on it.

Do we need to explain the cause?

Only if they ask. Most customers want to know it is fixed and what to do if it comes back.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.