Note also if you can reliable reproduce an issue and provide steps to do so we will follow those steps. I had one that passed everyone’s testing because it only failed on Firefox and only if items were in a specific order. Without exact steps and environment we wouldn’t be able to confirm the issue. Every issue has to be reproducible to be solves. It’s like having 100 pieces missing from a thousand piece jigsaw puzzle. You have to assemble the other 900 before you know which hundred are missing. Programmers do one thing. We solve puzzles. If the puzzle is incomplete all we have is assumptions and we all know what they say about assuming.
The best bet most of the time is to post your issue on the forums first. Others may confirm if it is an edge case or a while spread issue. We obviously follow along here and if something is painfully obvious we direct people to open tickets. I can tell you if we send you to the ticket system it probably won’t close with the above status. Again when triaging this is not an arbitrary or punt status. We have teams that test these things. We try to confirm issues. When we don’t have enough to try we ask for feedback and try to solve every issue we can based on triage.
Some insight into the triage process
4 senior software engineers, a support lead and the QA and support manager discuss every ticket on Mondays. We keep a pulse on issues we see multiple users having. Things that QA and support has confirmed or needs to confirm etc. When you post to the forums and get multiple “Mee too” responses we may have it fixed the same day. People rely on us, often for business communication. We obviously rely on them as our business and passion. We really try to bend over backwards to make sure we are taking care of folks