Reproduce a bug from a customer report
Turn "it's broken" into exact steps, a recording and a bug report engineers can use.
Customer support · Software · When something happens · Updated
Slack
Linear
Jira
GitHubHow do you reproduce a bug from a customer report?
To reproduce a bug from a customer report, paste the report to Maito. It opens the app in a browser, follows the report, narrows down when it fails, and records a video. It then files an issue with exact steps, what it found and the recording attached.
How it's done today
Support and engineering go back and forth for days.
What Maito does
- Read the report
- Try to reproduce it in the app
- Record what happens
- File a bug with steps and video
Example
@Maito Acme says their report export "just spins and then fails". They have about 12,000 rows. Can you reproduce it?
Reproduced. Filed as ENG-2291, with steps and a 40-second video. 1. Reports, then Orders, filter to Q3 (12,340 rows) 2. Export, then CSV 3. After about 30 seconds: "Something went wrong", with a 500 in the network log What I found: 10,000 rows exports fine and 10,001 fails, on both Chrome and Firefox. That looks like a hard limit, not a slow query. Acme's word "spins" points to a timeout, so engineering shouldn't start there. Attached: export-bug-repro.mp4
@Maito great, can you ask Alex to take it?
Asked Alex in a Slack message with the ticket link. I'll update this thread when he picks it up.
Sam (11:02 AM):
Acme says their report export "just spins and then fails". They have about 12,000 rows. Can you reproduce it?
Maito (11:09 AM):
Reproduced. Filed as ENG-2291, with steps and a 40-second video.
1. Reports, then Orders, filter to Q3 (12,340 rows)
2. Export, then CSV
3. After about 30 seconds: "Something went wrong", with a 500 in the network log
What I found: 10,000 rows exports fine and 10,001 fails, on both Chrome and Firefox. That looks like a hard limit, not a slow query. Acme's word "spins" points to a timeout, so engineering shouldn't start there.
Attached: export-bug-repro.mp4
Sam (11:12 AM):
great, can you ask Alex to take it?
Maito (11:12 AM):
Asked Alex in a Slack message with the ticket link. I'll update this thread when he picks it up.
How to set it up
- Ask your agent
“When I paste a customer bug report in Slack and mention you, try to reproduce it in the staging app, record it, and file a Linear bug with the steps and video.”
- Connect issue tracker
- Linear
- Jira
- GitHub
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It can only reproduce what happens in the browser with a test account. Bugs tied to one customer's data or a rare setup may need an engineer.
Questions
In Linear, Jira or GitHub, whichever is connected.
It uses a test account whose login you store in the Vault. It doesn't use a real customer's account.
It says so, lists what it tried and what it needs, such as browser or account type, and can ask the reporter.
