How to get useful bug reports from clients

The real problem with “it does not work”

Most support threads slow down because the first message is missing the exact page, the action that triggered the issue, the browser, the screen state and the technical context. You lose time asking follow-up questions before you can even reproduce the bug.

Minimum checklist for every bug report

• Exact page URL
• What the client clicked or did before the issue appeared
• A readable screenshot of the relevant page state
• Browser and operating system
• Expected result versus actual result
• First console error if available

1. Always ask for exact URL and action

“It does not work” is not enough. You need the exact link and the click or step that triggered the issue.

2. Capture minimum technical context

Browser, version, operating system, resolution and viewport immediately reduce false positives.

3. Require a readable screenshot

The screenshot should show the full page and affected area, not a blurred cropped portion.

4. Check the first console error

In many cases, the first error is already the most useful clue to locate the fix.

5. Use one shared template

With a fixed format, support gets faster and clients know exactly what to send.

Weak message example

The checkout does not work.

Useful message example

Page: /checkout
Browser: Chrome 124 on Windows 11
Action: clicked Confirm order
Issue: nothing happens after the click
Console: TypeError: Cannot read properties of undefined
Screenshot: attached

Copyable bug report template

Page URL:
Browser:
Operating system:
What happened:
What was clicked or typed:
Expected result:
Actual result:
Screenshot:
Console error:

How OnlyScreenshot automates this

Instead of asking clients to remember every technical detail, the widget collects screenshot, URL, browser, operating system, resolution, viewport and console logs automatically in one report.