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Document known issues for customers

A known issues page saves customers from reporting what you already know and saves your team from answering it a hundred times. It only helps if it is accurate and kept current.

Last reviewed

Decide what belongs on the list

Include bugs that affect many people or block a common task. Leave out cosmetic glitches and anything you will fix this week.

Word each entry the same way

Say what the customer sees, who is affected, a workaround if there is one and the status. Avoid internal ticket numbers and jargon.

Keep status honest

Use a few clear states such as investigating, fix in progress and fixed. Never say soon without a date you control.

Remove entries when fixed

Mark the entry fixed with the date, keep it a week, then retire it. A stale page teaches customers to ignore it.

Questions

Should we publish every known bug?

No. List the ones customers hit often or that block real work, and keep the rest in your tracker.

Do we need a workaround for every entry?

Include one when you have it. If there is none, say so plainly instead of hinting at something.

Where should the page live?

In your help center, linked from the support form and the replies agents send for those issues.

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