⭐️ Types of Issues and How to Respond
This page should be able to guide you through how to respond to just about any support request.
Fig isn't working properly / Fig is breaking something on my system
e.g. autocomplete isn't showing up, autocomplete has wrong cwd, integration isn't able to be installed, Fig is crashing my shell, Fig is preventing me from typing in my terminal...
Is this a bug that we've seen before?
👉 Search existing issues and/or add to the common issues
✅ Yes - this is a known or resolved issue
👍 We have a fix for this issue
- Give them solution
- If the answer has never been written up before, write it up publicly and then share
- Associate user with issue or add to weekly support summary
- Set a reminder to follow up
👎 We do not yet have a fix for this issue
- Associate user with issue
- Suggest self diagnose tools, update, and/or restart
- If relevant, Get additional information from user including diagnostics and append to issue
- Suggest temporary fixes or if very annoying, uninstall until fixed
- [Optional] If code is open source, suggest user fixes themselves
- [Optional] If we can't reproduce, get on a debugging call
❌ No, not sure, or need more information
- Get additional information from user including diagnostics
- Suggest self diagnose tools, update, and/or restart
- [Optional] If we have just enough info, create GitHub issue and ask user to enrich with more information
- [Optional] If bad and happening to a lot of people, schedule a debugging call
- Set a reminder to follow up
Usability issues
Autocomplete feels weird/unnatural, it blocked me from doing something I wanted to do
Do we have a concrete example of what is happening?
What exactly was the workflow the user was trying to do? How did Fig get in their way? Even better ask for a video reproducing.
tip
Important: Do not let the user impose a solution on you. We need to know their exact problem. Then we can brainstorm solutions. See learning from users
✅ Yes - we know the workflow the user is doing and how Fig is blocking
Do we have a setting to solve for this?
✅ Yes
- Send setting to fix
- Log in weekly support summary
- What else can we learning from users
❌ No
❌ No, not sure, or need more information
- How did Fig get in your way? Give a concrete example.
- [Optional] create GitHub issue (if bad or we need more information) and share with user
- Set a reminder to follow up
Feature request
- create GitHub issue
- Associate user with issue
- Understand the exact workflow the user is trying to do + how often they do it.
- Read: learning from users
- Log in learnings section of weekly support summary
- Set a reminder to follow up
Example Email
Hi {first_name} - thanks so much for this feedback.
I'd love to understand more about your workflow here. What are the exact commands you run, how often do you do this, >and how could you imagine Fig helping?
This is definitely something we can help with, just want to really hone in on the problem you're facing 😊
Brendan
Integration request
- create GitHub issue - tag with integration request
- Associate user with issue
Privacy Concerns
e.g. don't like login, worried about telemetry, work does not authorise
Hi - yes completely understood.
Just to clarify:
- All of Fig's completions are local (we don't send your keystrokes to our servers).
- We do have limited telemetry (outlined in a readable way here: fig.io/privacy ) but you can actually disable this entirely by running the following:
fig settings telemetry.disabled true
Do these alleviate any privacy concerns?
Brendan
If does not alleviate, log in weekly support summary
Uninstall
Common uninstall reasons and subsequent actions
When we see an uninstall the aim is to work out:
- Why exactly did they uninstall?
- If it's something we can fix, let's fix it.
- If we can't initially fix, can we debug with them?
- Let's learn more about their terminal pain points and come up with future products we could build.
We would like them to get back on Fig, but let's not be too pushy.
For all of these, makes sure to Set a reminder to follow up
Specific Bug
Fig didn't work OR Fig broke something on my system
Non-specific Bug
Use the Fig isn't working as expected guide above.
Usability
See usability section above
Not as useful as another tool
What features of the other tool do you use every day that you can't get elsewhere?
Capture this in weekly support summary
Privacy
See Privacy section above
Vague
Ask for clarification, follow up
Example Response Email 1
Hi {first_name} - Sorry to hear Fig didn't work out for you.
Would love to understand more about what's going on here. Did Fig get in your way at all?
We'd love to get these issues fixed so we can get you back on Fig! 😊 Brendan
Example Response Email 2
Hi {first_name} - Sorry to hear Fig didn't work out for you.
We actually have seen this bug a few times so we just pushed a fix!
If you'd like, you can re-download Fig here or run
brew install fig
.Brendan
Issue is resolved with our help
e.g. after we told them how to fix the issue, it went away
Example Response Email
Hi {first_name}.
Glad to hear you were able to get Fig working!
If anything else comes up, please let us know, we are happy to help 😊
Brendan
Originally had issue but it resolved itself
Usually occurs when the user uses fig doctor
or our builtin debugger to resolve their own issue.
This is good, but we want to understand what exactly happened in the first place.
If it's a bug we
- knew about: verify that it's a known issue and if it makes sense, Associate user with issue or add to weekly support summary
- didn't know about: Get additional information from user including diagnostics
Hi {first_name}.
Sorry to hear about the issues but glad to hear you were able to get it resolved.
Out of interest, what exactly happened?
If this keeps happening or you have any other issues, please let us know, we'd be happy to help! 😊
Brendan
User love
When users say really nice things about us, we:
- Share a screenshot in the #user-love channel on discord
- Capitalise on their enthusiasm to upsell them on something.
Upsells
Tweet about us
Hi {first_name}.
So glad to hear you're liking Fig!! That was such a nice email to receive - would you be open to Tweeting that? We would happily re-share on our account!
We are very big on feedback, so if you have any problems or ideas, please let us know - we’re so happy to help!! 😊
Brendan
Contribute
Hi {first_name}.
So glad to hear you're liking Fig!!
If you're interest in building a completion spec, all of them are open source
We are very big on feedback, so if you have any problems or ideas, please let us know - we’re so happy to help!! 😊
Brendan