Find out which customers a bug affects
Get the list of affected accounts so you can reach out first.
Customer support · Software · When you ask · Updated
Works with
Slack
BigQuery
Supabase
Amplitude
Mixpanel
PostHog
Gmail
Microsoft 365
Superhuman MailHow do you find which customers a bug affects?
To find which customers a bug affects, ask Maito in Slack with a description of the bug. It queries your database and analytics for matching accounts, picks out Enterprise and repeat cases and finds who hasn't contacted support. You get a list of accounts as a file, plus a draft heads-up email.
How it's done today
Support waits for customers to write in.
What Maito does
- Read the bug
- Find accounts using the affected feature
- Draft a heads-up email
Example
@Maito which customers are hit by the export bug? ENG-2291 says anything over 10,000 rows.
37 accounts ran an export over 10,000 rows since release 2.41 on Oct 14. BigQuery has the row counts, and PostHog shows 212 failed export events across them. • 9 are Enterprise, including Globex and Hooli. • 6 failed 5 or more times. Catch: only 11 of the 37 have written to support. The other 26 are still silently failing, and that includes Hooli. Attached: affected-accounts.csv and export-heads-up-draft.docx, a short note with a workaround (export in two date ranges).
@Maito make Gmail drafts for the 26 who haven't written. I'll check and send.
26 drafts are in your Gmail, addressed to each account's admin. Nothing is sent. The 6 repeat failures are marked at the top of the list.
Sam (1:15 PM):
which customers are hit by the export bug? ENG-2291 says anything over 10,000 rows.
Maito (1:21 PM):
37 accounts ran an export over 10,000 rows since release 2.41 on Oct 14. BigQuery has the row counts, and PostHog shows 212 failed export events across them.
• 9 are Enterprise, including Globex and Hooli.
• 6 failed 5 or more times.
Catch: only 11 of the 37 have written to support. The other 26 are still silently failing, and that includes Hooli.
Attached: affected-accounts.csv and export-heads-up-draft.docx, a short note with a workaround (export in two date ranges).
Sam (1:30 PM):
make Gmail drafts for the 26 who haven't written. I'll check and send.
Maito (1:36 PM):
26 drafts are in your Gmail, addressed to each account's admin. Nothing is sent. The 6 repeat failures are marked at the top of the list.
How to set it up
- Set up
Nothing to set up. Ask in Slack or by email whenever you need it.
- Connect database
- BigQuery
- Supabase
- Connect analytics
- Amplitude
- Mixpanel
- PostHog
- Connect email
- Gmail
- Microsoft 365
- Superhuman Mail
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It finds accounts based on the conditions you describe. If the bug leaves no trace in your data, it can't count them.
Questions
BigQuery or Supabase for the data, and Amplitude, Mixpanel or PostHog for events.
No. It drafts the note and a person sends it.
Yes. Comparing the affected list with support contacts shows who is still failing silently.
