I've been an Instabug user for a couple of months - and while the product is alright, the company has some bug squashing to do themselves.
First off, the company coming out of beta meant that from v2.0 they updated the site to v3.0 overnight. Yes, this meant a massive facelift, new features - and of course breaking some existing functionality. Given the scale of the change you would think the first people to tell this to are their paying customers.
Not so fast - the company simply forgot to us that about this massive change. The change included removing custom statuses that we built our issue tracking workflow around. The only way to find out about the changes was... by logging into our account, and realizing that almost everything has changed. Instabug made sure to let Techcrunch know of massive update, but their paying customers? They completely forgot about us, and we were scrambling to understand what has happened.
Second, Instabug doesn't offer an API to record bugs, and their SDK is closed source and sparsely documented. It also has a bunch of unnecessary things, and they are very protective about any customer wanting to know more information on why they bundle certain things. Even getting them to disclose how to turn off automatic crash reporting - in favor for another app - was a difficult task.
I am happy to see they are gaining traction. However I would rather the company change mentality from moving fast and breaking things to being transparent with customers and moving fast like that. Also, to the credit of cofounder Moataz Soliman he still answers almost all support requests himself.
Wow, that does sound frustrating and I'm sorry we let you down. I thought we did enough to communicate those changes, but obviously that wasn't the case. This is a learning experience for us and we'll definitely do better next time. But let me explain the things we did do, because I'm not sure yet how the information didn't reach you.
We've been reacting very quickly (as fast as we could) to this. And we've even applied some of the changes that you've asked for on the same launch day. And this is the way we treat our users in general. We do our best to react fast their requests.
We've made sure to document all the changes (even the statuses) in our blog post. We've sent it to all our users and placed it inside the dashboard to make sure everyone knows what changed and why it changed. What do you think would have been a better way to notify you?
Also, we didn't mean to be protective! On the contrary, we'd love to get your feedback. What would you like to know?
We got the crash reporting disable question more than once and we've added it to our SDK FAQs a few months ago (https://instabug.com/developers).
Anyways, we're truly sorry to disappoint you. And I'd be more than happy to explore a solution for the statuses changes issue, and also let me know if there's anything else we can do to make it up to you.
The main change in v3.0 was that we moved the custom statuses into tags. We thought that would be a good idea to automate the workflow and make use of the tags given it's agility. We did the migration but we didn't think it'll break anyone's workflow. That's why we didn't think that we should notify anyone before launching, and that was our mistake. We explained the logic behind the change after we launched but we should have done that before we launched.
First off, the company coming out of beta meant that from v2.0 they updated the site to v3.0 overnight. Yes, this meant a massive facelift, new features - and of course breaking some existing functionality. Given the scale of the change you would think the first people to tell this to are their paying customers.
Not so fast - the company simply forgot to us that about this massive change. The change included removing custom statuses that we built our issue tracking workflow around. The only way to find out about the changes was... by logging into our account, and realizing that almost everything has changed. Instabug made sure to let Techcrunch know of massive update, but their paying customers? They completely forgot about us, and we were scrambling to understand what has happened.
Second, Instabug doesn't offer an API to record bugs, and their SDK is closed source and sparsely documented. It also has a bunch of unnecessary things, and they are very protective about any customer wanting to know more information on why they bundle certain things. Even getting them to disclose how to turn off automatic crash reporting - in favor for another app - was a difficult task.
I am happy to see they are gaining traction. However I would rather the company change mentality from moving fast and breaking things to being transparent with customers and moving fast like that. Also, to the credit of cofounder Moataz Soliman he still answers almost all support requests himself.