Whe you need to report a bug to the mobile team, you can do the following flow.
Preparation
Before you create a ticket, it's really important that you take the time to investigate a couple of things.
If they are having beacon connections, have you checked that their beacon is reconfigured properly
Are they on the latest version?
Have they connected to the beacon recently?
Have you checked that all the settings are properly set, the plan is released, etc.
Have they sent feedback in #feedback-mobile?
The sidebar in intercom is very powerful and can provide you with shortcuts to find out most of this or even show it without leaving intercom.
For example, links to beacons can be displayed in the sidebar;
And to check if the beacon has been updated, you can see if it has the protocol enabled. If you see it says iBeacon(withsomestringafterit), then beacon is enabled and it should work for them
If you want to see if they have connected to a beacon lately, you can also add the "recent events" module, and see it directly in the sidebar.
Optionally you can check their profile here, and if you scroll down you can see all the events they have had
Here you can for example see if they sent instabug feedback
Creating the ticket
Now you can create the ticket directly in the intercom sidebar.
Begin with adding the Jira Cloud app by pressing customize and selecting Jira Cloud;
Now you can either create a new ticket, or link the ticket with an existing one.
Whats the difference?
Creating a new ticket if this is a new issue
Linking is if you know another client has the same issue and you have already reported it, or your "new issue" gets closed with the message that this is a duplicate. Then you can link the issue you get and you will get updates.
When creating a new issue you select Development(DEV) as project,
Then you select Bug as issue type;
You then give the ticket a nice title. Include as much info as possible in the description. And choose the correct team. As noted in the screenshot below, there are multiple ways of seeing that the user is on iOS.
The other fields can be left blank.
When you are done you click Create.
Note: we get a link to the conversation so if there are screenshots in the conversations you can just add that as a note in the description. But don't rely on developers going to the text.
Following progress
Once an issue has been created you will see it as a internal note in the conversation and as a linked issue in the sidebar.
Any updates will be posted here, and if you want to add ask us a question, you can do so with the comment feature by clicking the linked issue and Comment, and you will get our comments back as a note as well.
If any progress is made, you will also get internal notes for that. Below are some examples.
Final words
In order for us to handle all tickets it's important that you select either iOS or Android as team. If you don't your ticket will not get into our "todo-list".
At this point in time you won't get direct access to Jira, but this should still be a considerable upgrade. :smile:
If you ever get a jira link or a ticket number (example DEV-1969), link that ticket with your conversation for keeping it up to date.
To attach the feedback they sent, you just rightclick the feedback link in #feedback-mobile.
I really hope this helps you guys get a better overview and the better tickets you create, the faster the developer can investigate and follow up on your ticket - help us help you 😁 :clap: