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Bug report acknowledgment email template

A customer who reports a bug did your QA team a favor. This reply thanks them, confirms the bug is logged, and sets honest expectations about a fix, without overpromising a date you can't hit.

Subject line

Thanks for the bug report

Email body

Hi [first name], Thank you for reporting this. You've helped us catch something real, and I appreciate the detail you sent. I've reproduced the [issue] on my end and logged it with our engineering team, so it's officially on the list to fix. I want to be straight with you about timing: [it's a quick one and should land in the next release / it's a deeper fix, so I can't promise an exact date yet]. I'll let you know the moment it ships. In the meantime, here's a workaround that should keep you moving: [the workaround steps, or "I'm checking whether there's a workaround and will follow up"]. Thanks again for flagging it. Reports like yours are how the product gets better. [Your name] [Title], [Company]

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When to use this email

  • A customer has reported a bug and wants to know it was heard

  • You've logged the issue but can't promise an exact fix date

  • There's a workaround you can offer while the fix is in progress

  • You want to encourage customers to keep reporting issues

Tips for making it yours

Thank them specifically. Reporting a bug is unpaid QA, so treat it that way

Confirm you reproduced and logged it so they know it's real, not ignored

Be honest about timing. Never invent a fix date you might miss

Offer a workaround if one exists; it turns a complaint into a save

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Browse all 47 support email templates →

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