[mmilo]

I think this article is great and the first point is absolutely spot on. What I dont’t really agree with is that teaching end-users and clients to report issues the way developers want is the solution.

I think the communication gap between developers and non-developers can better be resolved with intelligent software. Ideally I think this would be something along the lines of: • automatically detect when an error happens, • provide a list of all the actions leading up the error, • capture all the information it can about the user that experienced the error, • take a screenshot automatically • provide a simple way for them to communicate with devs, and vice versa

There’s no reason why a customer should need to know about milestones, assignment, error verification, etc... They should instead get a chance to say they have a problem, and then be notified sometime later when that issue is resolved.

We’re working towards this with http://www.bugherd.com from the bottom point up to the first. For instance when an issue is reported in BugHerd we capture as much user data as you can throw at us, information about the page they’re on and optionally an automatic screenshot. Other startups like https://www.getsentry.com are tackling this same thing from the other end by focusing on the error detection side of things and working their way down.

All in all I think bug trackers that pay as much attention to end-users as they do devs are doing it right, because as you say those are the people that are going to be reporting the bulk of the issues and the ones devs ultimately care about.