Guidelines for responding to customer-reported product/service issues

Summary

This article will guide you in producing consistent responses to customers that report product/service issues through docs.microsoft.com.

Proposed Replies

Every customer issue should ideally be reflected in a bug in VSTS. Below is a description of the relationship of the bug's resolution/decision and the response to customers.

Notice that the examples of customer replies below are given as if the product is Visual Studio CTP - please modify the name of the product as appropriate.

Resolution State Description Customer Response
active active Thank you for reporting this issue you've encountered with Visual Studio 2015 CTP. We apologize for the delay in getting back to you. We are now taking the issue into consideration, and will determine over the next period what we are going to do with it. At that time we will let you know what the plans are for this item.​
copied to backlog resolved/copied to backlog future consideration Thank you for your sending ypur feedback. After careful consideration, we do not plan to action this particular item in this release. We will continue to evaluate it for future releases. Ideally, we would like to fix every issue and implement every idea people submit. Realistically, we cannot address every item. Our general feedback policy, as well as some best practices, is detailed on the Visual Studio feedback blog. If this issue is blocking you from production, there are alternative assisted support options available from Microsoft. [Insert workaround if available]
duplicate bug ID (internal bug/active) active Thank you for submitting feedback on Visual Studio CTP. Your issue has been reproduced and routed to the appropriate Visual Studio team for review. We will contact you if we require any additional information.
duplicate Bug by customer resolved/closed If the issue is a duplicate of another customer bug, close this bug as duplicate, add update original bug as reported by other customer. Thank you for submitting feedback on Visual Studio. This issue has been reported by other users and is being tracked.
duplicate bug ID (internal bug/fixed) fixed If the customer issue is a duplicate of fixed internal bug, resolve customer bug as Fixed. Send customer messaging Thank you for identifying this issue. We have fixed the problem, and the change will be reflected in a future version of the product. We are deeply appreciative for your commitment to help us build better products, and we hope this fix improves your experience with our tools and technologies.
duplicate bug ID (internal bug/won't fix) won't fix If the customer issue is a duplicate of won’t fix internal bug Resolve customer bug “won’t fix". Send customer messaging Thank you for sending your feedback. After careful consideration, we do not plan to action this particular item in this release. We will continue to evaluate it for future releases. Ideally, we would like to fix every issue and implement every idea people submit. Realistically, we cannot address every item. Our general feedback policy, as well as some best practices, is detailed on the Visual Studio feedback blog. If this issue is blocking you from production, there are alternative assisted support options available from Microsoft. [Insert workaround if available]
duplicate internal bug ID (copy to backlog) Resolved/copy to backlog If the customer issue is a duplicate of copy to backlog internal bug Resolve customer bug “Postponed”. Send customer messaging. Thank you for sending your feedback. After careful consideration, we do not plan to action this particular item in this release. We will continue to evaluate it for future releases. Ideally, we would like to fix every issue and implement every idea people submit. Realistically, we cannot address every item.Our general feedback policy, as well as some best practices, is detailed on the Product X feedback blog. If this issue is blocking you from production, there are alternative assisted support options available from Microsoft. [Insert workaround if available]
external resolved/closed external
fixed resolved/closed Once item has been fixed Thank you for identifying this issue. We have fixed the problem, and the change will be reflected in a future release of the product. We are deeply appreciative for your commitment to help us build better products, and we hope this fix improves your experience with our tools and technologies.
no repro resolved/closed If customer has not given the appropriate information to repro a bug. Thank you for submitting feedback on Visual Studio CTP. unfortunately, we can't reproduce your issue. If you need further assistance on this or any other pre-release product issues in the future, please feel free to contact us and we will be happy to help.
none active Under Consideration/Fix in Review/Future Iteration. Assign bug if the bug will be fixed for this release (at or before RTM), or assigned to future iteration path Thank you for reporting this issue you've encountered with Visual Studio CTP. We were able to reproduce this issue and have confirmed that it is a problem. We are currently weighing this issue with where we are at in the product lifecycle, implications of the change, workarounds, and related things. We currently plan to fix this issue for a future release of the product, and we will contact you when this issue will be fixed, or if plans change.
won't fix resolved/closed won't be fixed Thank you for sending your feedback. After careful consideration, we do not plan to action this particular item in this release. We will continue to evaluate it for future releases. Ideally, we would like to fix every issue and implement every idea people submit. Realistically, we cannot address every item. Our general feedback policy, as well as some best practices, is detailed on the Visual Studio feedback blog. If this issue is blocking you from production, there are alternative assisted support options available from Microsoft. [Insert workaround if available]
by design resolved Thank you for your feedback! Visual Studio currently does not support [enter issue]. We will continue to refine the experience in response to customer suggestions. We have not received a lot of requests for this issue at this point. However, we will continue to monitor the votes on this request. I want to encourage readers here to vote this request so it bubbles up. Thanks again for your help in improving Visual Studio!