Is your product supposed to be this buggy, misleading, and annoying?

Question

Came here from another website who was using your software, to report a bug on how ridiculously annoying it was behaving. I figure letting you guys know was the right thing to do, even if it took time out of my busy schedule.

Create an account, spend the time writing a bug report, goto submit and:

WHICH RIGHT UNDER IT, IT SAYS `REPORT NEW BUG` -- Pretending that it is even possible for me to do so! And this is beside the issue that it was very vague in trying to find what I exactly needed to report on.

And another complaint: Even posting that picture in writing THIS message, look what it does:

Have you ever heard of thumbnailing?

As to what was my bug report exactly, well:

https://usercontent.irccloud-cdn.com/file/VVGv5wRg/website%20bug%20qt.mp4

Not impressed one bit. 0/5 stars. This feels like expensive proprietary garbage that I would never buy. SO is a million times better at these sorts of things.

Michael Andreacchio · Answer

Hi Akiva,

Thanks for providing your feedback to us about how our public bug tracker jira.atlassian.com functions. I'm the newly appointed owner of the site and have been recently looking at how it can be improved in the way that it serves our customers. This means improving the customer experience both in how the site functions, but also in the processes that Atlassian follows in order to deliver timely and accurate content within the site.

I'm happy to say that this particular bug logging unhelpful error message was something that was surfaced while we were researching things to improve. A work item is on our backlog and should be delivered within the coming weeks.

Delivering on these improvements is important to us as we pride ourselves on our value of being an open company. Since jira.atlassian.com is our public issue tracker we believe that it is in line with this value and we're willing to do our best to improve it.

If you have any further input around jira.atlassian.com please let me know, I'd be interested in hearing how else we can improve on the customer experience of the site.

For the rest of your inquiry I'll allow Daniel Eads to help you out moving forward :)

Many thanks,

Michael Andreacchio

Product Owner - jira.atlassian.com

Daniel Eads · Answer

Hi Akiva,

Daniel from Atlassian Support here. I'm sorry you've had a bad time trying to report a bug! I've had similar experiences in other systems and it definitely feels bad to have your efforts rejected by the system.

We definitely failed you on trying to report a bug on jira.atlassian.com. The error you got is because that Jira automatically assigns new bugs to the team in charge of that part of the product. Since only Atlassian Staff have permission to assign issues, everybody else will get that error. We need to remove "Bug" as an option there, as users are freely able to submit Suggestions instead.

The "Report a new bug" button will take you to our support portal at support.atlassian.com/contact - this helps Atlassian by letting us triage the issue you found before creating a new bug from it, and helps you by ensuring someone from support looks at the issue quickly.

Now for the actual issue in your video!

Down at the bottom of the editor, you'll notice Visual and Text modes. Given that you seem unfamiliar with Jira, I'd suggest switching to Visual mode and using that. The action you show in your video is using the toolbar to insert formatting - on the Visual mode you'll see these changes "live" or more like WYSIWYG.

Secondly, it looks like you're using Grammarly and at the point where you have started moving your cursor down the selection list (0:04) I can see the text you selected has become deselected and presumably the cursor has jumped to the top of the input box. I've had this issue with Grammarly before personally in other systems, and disabled Grammarly on those sites as a workaround.

If you find that there is still some trouble, I'm happy to get a ticket open for you in our support system. Please let me know if there's anything more I can do to help!

Cheers,
Daniel | Atlassian Support

Nic Brough -Adaptavist- · Answer

In cases like this, it usually means that the user is used to legacy systems that do things really badly, and are struggling with systems that do it a bit better.

Atlassian's bug reporting is still weak though.  What they really want is people with legitimate bugs to report them, after checking that they are not going to report a known bug.  As they don't really have a good "this has been reported" system, they fail.

As for "Not impressed one bit. 0/5 stars. This feels like expensive proprietary garbage that I would never buy" - fair, if that's what you have seen, but could you find something that could score higher?  I can't...