Booksy University Bug Reports and Feature Requests

Agenda Bug Reports vs. Feature Requests A bug report vs. a feature request When to report Bug classification Where to look to see if this is actually a bug or user error Good questions to ask for any bug report Classifications for bug reports Why feature requests are important Classifications for feature requests Paying attention and keeping up to date Practice

1. Bug Report vs. Feature Request A sometimes nuanced difference A bug report is made when something was designed to work a specific way, but isn’t working the way it should: Classic examples: server errors, crashing pages, notifications not going out Trickier example: a newly registered client account SHOULD redirect to the business it was trying to schedule an appointment with. If it redirects to the marketplace, it’s a bug (albeit a common one). Report it as such. A feature request is something not part of the original design, but something a customer would like to see in place: Example: Being able to review old booking history for documentation/tax purposes. Not our original plan, but a good idea to consider.

ALWAYS report a true* bug or feature request!!! 2. When do I report Is this good enough to report? When the bug/request seems very common When the bug/request seems very silly/rare When the request doesn’t seem to comply with our current model When the bug has been previously corrected ALWAYS report a true* bug or feature request!!! We use this information to learn how common an issue or request is, so that we can constantly improve our system. Some things may sound odd to you, but it’s a good way to learn about our target market’s true needs. *The only time you won’t report is when it’s a request for a feature that already exists or a bug that is actually human error. More on that...

3. Bug classification

4. How can I tell it isn’t human error? Knowledge Base: Take advantage of your resources If a customer says something isn’t working properly, always check the FAQ first: https://booksy.zendesk.com/hc/en-us/sections/201757455-FAQ Can’t find it here? Then go through the error report process.

5. Gathering data for a bug report Knowing what information is necessary to report a bug Congrats! You found a bug… now what? Hint: “Feature isn’t working” Does NOT help our developers. Our tech team must be able to RECREATE the problem to solve it. This means information like this: Country Device type (e.g. PC, android, tablet, iOS?) Business ID Issue description Screenshot with an error message Remember this from the previous page? https://booksy.zendesk.com/hc/en-us/sections/201757455-FAQ Notice that on the bottom of each FAQ it specifically mentions what information necessary for that type of bug.

6. HOW to gather data Where to find information START WITH Zendesk Help Center Update emails (more on this shortly) BUILD WITH Good investigative questions Can you tell me exactly what is happening? Is this problem happening to you or your clients? Which ones? Is this an isolated problem? Has it happened more than once? Which {variable} is it happening to? What device/OS/generation are you using? When did you last update Booksy? Can you send me a screenshot of the problem FOLLOW THROUGH WITH Admin/SuperUser (e.g. to look the specific appointments, messages, set-up, etc. that was described by the customer)

7. Bug Report Classifications Assigning the correct classification Login Registration Marketplace Search Bookings Notifications Business Calendar Photos Opening Hours Access Levels Widget/Subdomain/Deep links Payments Everything else is “Other”

8. The importance of feature requests In technology, the options are constant improvement or obsolescence.

9. Feature Request Classifications Assigning the correct classification Notifications Booking Calendar Payments Business Profile Statistics Recurring Group Bookins Integration

10. Keeping up to date Read your emails!!! Want to make sure you have the most relevant information? READ. YOUR. EMAILS. **Mark any email from Agnieszka Bliszczak or with the title “upgrade” as important and actually READ it** **Always read the cs@booksy.com emails - these will have the latest updates to help center/Booksy U, helpful tricks and exciting developments you’ll want to know about.** We don’t want to keep information from you, but it isn’t possible to tell everyone individually. That is why we send out reports and updates via email. Set your mail settings to star them, and you’ll know you have as much information as we have available.

11. Practice Identify what type of request it might be, as well as the classification. What would you do? My clients keep saying they aren’t getting their 24 hour notifications. Many of my clients don’t use email… is there a way to bypass that for registration and only send SMS notifications? There’s been a problem with trying to book appointments. It goes through the whole process, but instead of confirming the appointment it goes back to the beginning. I can’t find POS settings anywhere in my account. Is there a place in Booksy where I can see exactly how much I owe Booksy each month, and what I’ve already paid? Recurring appointments won’t let me choose bi-weekly appointments. My location is wrong in my subdomain. I wrote Haskins, but it says Bowling Green- they are totally different cities! I just logged into my account, and it is making me redo my entire profile. My pictures aren’t showing up after I upload them.

5. How does the process look like? Training step by step Training Checklist is a document that is supposed to help you make sure you cover most important points of the training You will find very useful especially in the initial stages of the onboarding You can bring the checklist to a training with you THANK YOU You can find a ready-to-download Training Checklist here