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Bug report acknowledgement: reply templates

A customer who reports a bug is doing you a favour. The reply should confirm you can see the problem, give a workaround if there is one, and promise to tell them when it is fixed, then keep that promise. Avoid committing to a date you do not control.

Updated 11 October 2026

Template

Subject: Re: {bug_summary}

Hi {first_name}, Thanks for flagging this, and for the detail. I've reproduced it on our side: {bug_summary}. It's a bug, not something you're doing wrong. I've logged it with our engineers. Until it's fixed, this should get you round it: {workaround} I'll email you as soon as the fix is live, so there's no need to keep checking. Sorry for the hassle, {agent_first_name} {workspace}

Subject: Issue confirmed: {bug_summary}

Dear {first_name}, Thank you for reporting this issue. We have confirmed the problem: {bug_summary}. The issue has been logged with our engineering team. In the meantime, the following workaround should allow you to continue: {workaround} We will contact you when a fix has been released. If the workaround does not help, or you notice anything else, please reply to this email. Kind regards, {agent_first_name} {workspace}

Subject: Bug confirmed

Hi {first_name}, Confirmed, it's a bug and it's logged. For now: {workaround}. I'll email you when it's fixed. {agent_first_name} {workspace}
{first_name}Filled by Hobson
The customer's first name.
{bug_summary}
One line describing the bug in the customer’s terms, for example "CSV exports over 10,000 rows stop at row 9,999".
{workaround}
A way round the problem until it is fixed, for example "export by date range in two halves".
{agent_first_name}Filled by Hobson
The first name of the teammate sending the reply.
{workspace}Filled by Hobson
Your company or product name.

When to use it

  • A customer reports something broken and you have reproduced it or confirmed it is a known issue.
  • You need more detail, such as browser, steps or a screenshot, to reproduce it.
  • You are logging the issue for engineering and want the customer to know it is tracked.

If the customer is asking for something the product does not do yet, use the feature request reply. Feature request reply

How to use it

  1. 1

    Reproduce it

    Try the steps on the customer’s plan and browser. If you cannot reproduce it, ask for exactly what you need in one message.

  2. 2

    Log it with context

    Create the issue with the customer’s steps, account and a link to the conversation, so engineering does not have to ask again.

  3. 3

    Close the loop

    Email the customer when the fix ships. This is the step most teams forget.

Common mistakes

  • Promising a fix date before engineering has looked at it.
  • Asking the customer five questions over five emails. Ask for everything at once.
  • Never telling the customer it was fixed, so they find out by accident or not at all.

What they usually ask next

Once a bug is logged, customers often follow up asking for a related improvement. Feature request reply

Related templates

All saas support templates

Questions