We strive to answer your questions and help solve issues right away; however, some issues may need additional investigation.
When a bug is reported within the system, our team will need to be sure we can recreate the issue to begin identifying a root cause. This may mean asking for additional information from you to make sure all of the steps taken are the same, so that we can properly document this for our development team. Once we've been able to recreate the issue, we'll document it within our internal ticketing system to send to our engineering team for additional prioritization. Some items are able to be fixed quickly, while others may be placed in the backlog. In some cases, the team may decide that an issue will not be resolved (such as a feature that is no longer supported, or one that is being replaced), but when this happens, we'll let you know in the ticket.
When a request is submitted for a task (such as a form configuration change or a data clone), our team will look to complete that task as quickly as we can. These tasks may take time to complete, and may be tasked behind existing bugs. We'll keep you updated on the status of these as we work through them.
When we receive a request for an enhancement, our team will document the information to provide to our product team. We may need to gather additional information to help present a use case, but when we have the information, it'll be sent to product for further review and prioritization. These items are prioritized below tasks and bugs, and if the team decides to proceed, they will be placed within our product roadmap. After we gather information, we'll set the ticket to solved in Zendesk.