How to Escalate App Bugs or Feature Issues Reported by Users
🎯 Purpose:
To properly log and escalate any app-related issues (bugs, missing features, crashes) reported by users — so the tech team can fix them quickly.
🪜 Step-by-Step Process
🐞 Step 1: Identify Valid App Issue
Typical issues users may report:
-
Screen goes white or app crashes
-
“Unable to place order”
-
Pickup not updating
-
OTP not received
-
Wrong data showing
Avoid: Irrelevant issues like “can’t upload image” or “payment failed” (Cashkr doesn’t support these)
📝 Step 2: Gather Basic Info
Before raising the issue, collect:
-
User phone number
-
Exact device used (Android/iOS)
-
App version (if known)
-
Description of what is happening
-
Screenshot/screen recording (if available)
🎫 Step 3: Create a Ticket in CX.Cashkr.com
-
Login to cx.cashkr.com
-
Click “Create Ticket”
-
Select Category: App Bug or Feature Request
-
Add clear Subject Line: e.g., “Order not placing – iOS”
-
Paste all details from Step 2
-
Set Priority to Medium or High depending on severity
🧑💻 Step 4: Assign to Tech Team
In the ticket:
-
Add a Tech Tag if available (or assign to relevant tech CX owner)
-
Add remarks: “Reported by user on [date], requested urgent fix”
🔁 Step 5: Follow Up After 24 Hours
If unresolved:
-
Tag again in CX Genie
-
Mention ticket number to follow up internally
✅ Best Practices
|
✅ Do |
❌ Don’t |
|---|---|
|
Collect user details clearly |
Don’t raise vague tickets like “App not working” |
|
Assign to right category in CX |
Don’t delay serious bug reporting |
|
Use screenshots if possible |
Don’t ignore repeat user complaints |
|
Track bug fix/update status |
Don’t close ticket without fix |