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Contact support vs Bug Report

When should we be using Contact Support instead of Bug Repots from the Learning & Support menu here?

Just trying to understand the context of them, or response rate?

3 Replies

VN Vadivel Natarajan Syncfusion Team June 26, 2019 11:39 AM UTC

Hi Tony, 

Thanks for contacting Syncfusion support. 

Contact Support:  You can use this option to create incidents for clarifying your technical/sales/general queries related to Syncfusion controls. 

Features and Bugs: This option to help us to define the new feature, report bugs in our product and also to share your general feedbacks (public/private). You can track the status (Open, Validated, In Progress, Testing, Completed) and release timeline of your feature request or bugs reported directly. You can see the feedback for all our products in one common place. You can also vote the Feature Request created by another user to bring it in our priority list. For more information, please refer to the below link.   

Please let us know if this helps you.  

Vadivel Natarajan

TO Tony June 26, 2019 03:28 PM UTC

It's a bit confusing, as you have two different ways to do the same thing (technical via contact) and via feedback.  That said I'm guessing you want us to use the feedback/bugs portal more often than not?

VN Vadivel Natarajan Syncfusion Team June 27, 2019 10:03 AM UTC

Hi Tony,

Greetings from Syncfusion.

We recommend you to use our feedback portal to report bugs and feature request. In case, if you report a bug/ request a feature in support incidents, we will validate the reported things and create the feedback for the same in feedback portal and linked you(your email) to that for tracking when we can’t provide the solution for the bug and implement the feature immediately. If suppose possible to provide a workaround for the reported bug in support incidents, will provide and create the feedback for the reported bug in the feedback portal for the permanent fix.

Vadivel Natarajan

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