4 ms·

Agreed, but you can have both. A simple error for the user to understand, and a click for more details that spits out all the troubleshooting information.

ozim 5mo ago
It depends. If you’re SaaS vendor you should give troubleshooting information to your support team skipping the user. User should get “our support team received the error” and support should handle it directly. “Something went wrong, try again later” is also acceptable but only if support team gets info about it and user really ca just try later.
- dmd 5mo ago
  I have approximately zero confidence that if I see an error message that says "our support team received the error" that anyone has received the error. In fact I would generally bet thousands of dollars against that.
  - pixl97 5mo ago
    Eh, depends. I very much believe this gets dumped in some kind of ELK stack or something like that. And quite often teams will monitor to ensure that some new error message isn't going wild and alerts are sent out. Single errors mean nothing, unless of course you're putting in a support call and we're directly looking it up.
  - bluGill 5mo ago
    That depends. There are common errors where the support team gets that information because they have seen it before and having seen that error changes the support script in a hopefully helpful way. Companies generally have massive amounts of errors though. They investigate the most common errors for their script. Sometimes when someone figures out a different error they adjust the script. Most errors though never get investigated.
  - protocolture 5mo ago
    I have seen the mailboxe folderss of companies with automated error responses and none of them were read.
  - 1-more 5mo ago
    The only place I've worked that logged out technical details (inside of a <details> element) was also the one that did the best with logging those in Bugsnag and then having engineers triage them and create tickets. I think those things are very connected.
- appplication 5mo ago
  > “our support team received the error” Oh good, I guess I’ll expect to hear back never. I think it’s a good thought but we’ve been conditioned that these things are black holes. User should have all agency in escalating or continuing troubleshooting rather than implied wait for deus ex machina from the support team.
- inetknght 5mo ago
  > If you’re SaaS vendor you should give troubleshooting information to your support team skipping the user. What support team? The ones that were all not hired in the first place, and if they were hired then they were replaced by AI? The same support team that customers simply cannot reach at all? Sounds very useful.
  - ozim 5mo ago
    Not everyone is Google, Meta, Amazon or Microsoft. There are companies that care about their customers.

ozim 5mo ago

It depends. If you’re SaaS vendor you should give troubleshooting information to your support team skipping the user. User should get “our support team received the error” and support should handle it directly. “Something went wrong, try again later” is also acceptable but only if support team gets info about it and user really ca just try later.

dmd 5mo ago
I have approximately zero confidence that if I see an error message that says "our support team received the error" that anyone has received the error. In fact I would generally bet thousands of dollars against that.
- pixl97 5mo ago
  Eh, depends. I very much believe this gets dumped in some kind of ELK stack or something like that. And quite often teams will monitor to ensure that some new error message isn't going wild and alerts are sent out. Single errors mean nothing, unless of course you're putting in a support call and we're directly looking it up.
- bluGill 5mo ago
  That depends. There are common errors where the support team gets that information because they have seen it before and having seen that error changes the support script in a hopefully helpful way. Companies generally have massive amounts of errors though. They investigate the most common errors for their script. Sometimes when someone figures out a different error they adjust the script. Most errors though never get investigated.
- protocolture 5mo ago
  I have seen the mailboxe folderss of companies with automated error responses and none of them were read.
- 1-more 5mo ago
  The only place I've worked that logged out technical details (inside of a <details> element) was also the one that did the best with logging those in Bugsnag and then having engineers triage them and create tickets. I think those things are very connected.
appplication 5mo ago
> “our support team received the error” Oh good, I guess I’ll expect to hear back never. I think it’s a good thought but we’ve been conditioned that these things are black holes. User should have all agency in escalating or continuing troubleshooting rather than implied wait for deus ex machina from the support team.
inetknght 5mo ago
> If you’re SaaS vendor you should give troubleshooting information to your support team skipping the user. What support team? The ones that were all not hired in the first place, and if they were hired then they were replaced by AI? The same support team that customers simply cannot reach at all? Sounds very useful.
- ozim 5mo ago
  Not everyone is Google, Meta, Amazon or Microsoft. There are companies that care about their customers.