Feature
Tell them it is fixed. Automatically.
Most feedback tools are very good at collecting and completely silent afterwards. The person who took two minutes to report your broken checkout hears nothing, concludes it went nowhere, and never reports anything again. Moving an item to Shipped emails them — in the language they were browsing in, without a public board and without an account.
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Five statuses
- Pending
- Where everything lands. Nobody is emailed yet.
- Planned
- You have decided to do it. The reporter hears that you agreed.
- In progress
- Someone is on it. The reporter hears that work started.
- Shipped
- It is live. This is the email people actually reply to.
- Rejected
- You are not doing it. Saying so is kinder than silence.
Why it matters
The loop is where the next report comes from
Reporting a bug is an unpaid favour. Whether someone does it a second time depends almost entirely on what happened the first time — and for most products the answer is nothing at all. An email that says the thing you mentioned is now fixed costs you one status change and buys you a reporter for life.
- Sent to whoever reported it
- The address they typed, or the one your site passed with identify. No account, no password, no invitation to a workspace.
- In their language
- The browser language is recorded with the submission and the notification is rendered in it, not in yours.
- Rejection included
- A clear no lands better than eighteen months of silence, and it stops the same request arriving four more times.
- No public board to manage
- Nothing your competitors can read, nothing your customers can argue about in front of each other, no moderation queue.
Bugs and requests together
One inbox, one status model
Bug reports and feature requests arrive through the same button and move through the same five statuses, because from the reporter’s side there is no difference: they said something, and they want to know what happened to it. More on that in how feature requests work here.
FAQ
Questions
- Do reporters need an account to be notified?
- No. The widget already has an email address, either typed by the person or passed by your own site through identify. Changing the status sends to that address, so nobody ever creates a login to hear back.
- Is there a public roadmap or voting board?
- No, and that is deliberate. A public board turns every rejected idea into an argument in front of your customers. Notifications go to the one person who asked, privately, which is the part that actually builds goodwill.
- What language is the email sent in?
- The one the reporter was browsing in when they submitted. The widget records the browser language with every submission, and the notification is rendered in that language rather than in yours.
- Can I change a status without sending anything?
- Pending is the quiet state, so triage inside it costs nothing. Notifications go out when you move an item to planned, in progress, shipped or rejected — the four transitions that are genuinely news to the person waiting.
Send yourself a report and watch the loop close.
File one from this page, then move it through the statuses in your inbox and see what lands in your mail.