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Have "Report A Problem" function provide a tracking number

leishirsute

Please make it easier to reference a problem submitted by the "Report a Problem" feature by displaying a tracking number after submission. Many times this forum's moderators and clients try to coordinate about a problem that was submitted and they have nothing to reference except maybe possible date of submission.

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Comments

Jim_Harman

I agree, currently sending a problem report is a one-way process. At a minimum, there should be an automated email response that acknowledges that the report was received. An automatically generated tracking number would be very helpful, so that we can refer to it in further discussions with the Moderators or Support.

Another problem is that after a report has been sent, we users have no way to see what we sent. Quicken should address this by including the text of the report in the report.

jacobs

I agree with elements of this idea and discussion. But I think that if they provided a tracking number, then people would want to follow up — and Quicken doesn't intend for these problem reports to create two-way interaction between customers and their support teams. I think that providing tracking would require significant additional staff time to respond to all the follow-ups they would get asking about the status of the reports.

I don't know exactly what their process is with the problem reports, but I believe that some people on the Support team are tasked with reviewing the submissions. In some cases, I imagine the reports aren't clear enough to understand, and they simply discard them. In some cases, the description may be clear, but they cannot reproduce what the user is reporting, and the report is discarded. In some cases, the user describes what they feel is a "bug" but Quicken views as not part of the feature design and therefore a product enhancement request. In some cases, the problem describes something they know is already in their database. And in some cases, the problem is verified as a new bug an entered into their tracking database — where issues might be tasked for resolution in weeks, months, years… or never.

If they gave tracking numbers for every submission, many people would follow up either with Quicken Support representatives or moderators here to ask the status of their report or complain that it hasn't been dealt with. In most cases, the Quicken front-line staff would have to look up the number and reply, "Yes, we got your submission" with either no additional information, or saying it is documented with no ETA for resolution, or worst of all, "you submission was not reproducible by our team, so it was not passed on to product engineering." So that would consume their staff's time, and in most but not all cases, would leave users with no tangible additional information or satisfaction.

I definitely like @Jim_Harman's suggestion of providing users a copy of what they submitted — perhaps an email with the text and any attached screenshots (but not copies of the logs or sanitized file) — to both automatically acknowledge receipt of the submission and to provide the user record of what they submitted.

Chris_QPW

I agree with @jacobs people are misunderstanding the use case of "Report a Problem". You aren't submitting a problem directly into the Quicken developer bug system.

In other words, when the Quicken developers are looking for information on a problem, they search this information. And maybe if a problem appears enough times, it gets their attention (the statistical part of that statement).

There is a reason for the last sentence, if they are in direct contact with you, they can ask questions and such, and if needed submit the problem report that actually gets into the bug system.

It has been asked in the past why Quicken Inc doesn't use email for support, and the answer is the same, they don't feel that email is interactive enough.

As someone that tries to help people by email on my site, I can tell you that it can be quite frustrating since the back and forth is pretty slow, not to mention the possible disconnects caused by spam filters and such.

leishirsute

There have been several times that the moderators on this forum seek logs from a "Report A Problem" to match with a problem tickets and I have had to state that I actually did submit a problem report. It would be most helpful to provide some sort of audit trail regarding the submission of a "Report A Problem" for some proof of submission.

Chris_QPW

https://community.quicken.com/discussion/comment/20516277#Comment_20516277

From what I have seen the moderators will have no problem finding the submission provided they know your Quicken Id you used for the submission, or something unique in the title. Clearly, they are searching, a database of this information.

Note that what I was referring to in my last comment was about the "a tracking number". I think most people use the term "tracking" in the belief that "someone is working on this, or it has been put on a list". That isn't what is going on in this case as I understand it. The information is put in a database for future reference. There isn't any connection with submitting one of these problem reports it getting put on some kind of list to be worked on.

Now providing some kind of reference number so that it is easier for the moderators to look it up would be nice, but it might actually be taken as a "tracking number" which it isn't. And I agree with the others an email acknowledgement would be nice.

Jim_Harman

I am fine with calling it a reference number rather than a tracking number. I think it would make everyone's life easier if I could say in response to a request to report something via Report a Problem, "Problem report sent, Reference no. is xxxxxx."

As previously requested, it would also be a nice improvement if we could use paragraph formatting when describing problems. See this discussion

https://community.quicken.com/discussion/7958680/do-others-have-a-problem-pasting-in-text-into-the-report-a-problem-dialog

That issue is CBT-517.

leishirsute

@Chris_QPW "From what I have seen the moderators will have no problem finding the submission provided they know your Quicken Id you used for the submission, or something unique in the title. "

For me, that has been the case several times and others times they are not able to locate the submission. Reference the discussion at "https://community.quicken.com/discussion/comment/20516159/#Comment_20516159" where the moderator could not locate the submission but I was able to point out that she saw the logs in the past. Rather than have this guessing game, a reference number would make sense and eliminate the guessing.