Found a Bug? Please Tell Us
The hardest part of building a product isn't writing code — it's not knowing where users get stuck. Our old Help & Support form was a dead end: it thanked you, then nothing happened. So we rebuilt it as a real ticket system. Before login: a footer link, no account needed. After login: tell Snappy 'I found a bug' and the form opens with your page and version attached, plus screenshots and recordings. Your report becomes a tracked ticket that gets fixed — and the status comes back to you.
The hardest part of building a product isn't writing code. It's not knowing where your users are getting stuck.
A feature feels smooth to us, but you can't make it work. A page feels clear to us, but you circle around it three times. If you don't tell us, we may never know.
First, a confession
Our old "Help & Support" form was a dead end. You'd write up your problem carefully, hit submit, and it would politely thank you — and then nothing would happen. Nothing was saved, nothing was passed on, nothing came back.
That sat badly with me for a long time. So we rebuilt it properly and wired it into our real engineering workflow.
Reporting something now takes ten seconds
There are two entrances, both easy to find:
- Before you log in: every page of our website has a "Report a bug / Send feedback" link in the footer. No account, no login — write it and send it. Leave your email (optional) so we can follow up.
- After you log in: "Help & Support" in the menu — or simply tell Snappy "I found a bug". It opens the form for you, with your current page and app version already attached, so you never have to describe your environment.
Once you're logged in, you can also attach files: up to 5 screenshots and 2 screen recordings. For a bug, one screenshot is often worth a hundred words.
What happens after you hit submit
Your feedback doesn't fall into a void. It becomes a tracked ticket with an ID, enters our engineering queue automatically, and gets triaged and worked on. When the fix is done, the status comes back to you — by email or in-app notification.
One rule we keep for ourselves: every fix goes through human review before it ships. No exceptions.
What kind of feedback we want
Bugs, of course. Feature requests too — "I wish it could just do this" is gold to us. Even if you simply want to share how it feels to use, that's welcome.
At the end of the day, every piece of feedback you send decides what this product does next.
So next time something feels off — don't hold back. Tell us. This time, we're actually listening.
What matters most to a user is not how polished a feedback form looks, but knowing that after they hit submit, a real person will actually see it and act on it. So we didn't build a thank-you page — we wired feedback into the engineering workflow itself: from one sentence to a numbered ticket to a human-reviewed fix.
The last time you hit a problem in a piece of software and wanted to complain but didn't — what stopped you? No entry point in sight, or the feeling that saying it wouldn't change anything?
When you spend your time telling us what doesn't work, you're helping us build the product right. That time will never be wasted.
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