Hey! I’m Gabby from Support!
I mostly deal with Accounts/Writing related issues which is why I tend to jump in on threads relating to those areas because those are my speciality. @vivian has been working with our developers on tagged rankings, which is why if you’ve sent in a ticket about the rankings you’ve most likely gotten a reply from her. I may be biased but I thinks she’s pretty great, but this isn’t about how great I think Vivian is…
Tagged rankings- what’s the sitch? Where’s the transparency? I just want you to know that we’ve seen you, we’ve heard you, we’re reading your tickets and threads about it. We’re not ignoring you! And I’m really sorry if it’s seemed this way. I wanted to post this to give you some answers and to hopefully bring more clarity and transparency to what’s been happening with tag rankings.
Let’s start with our bug escalation process - the escalation of a bug varies a lot depending on different aspects (how many users are affected, how much does this impact their ability to use the platform, is it reproducible?) but once there’s a Known Issues article on it, you can usually bet that we’ve made our developers aware of it so that they can work on fixing it. As you can see, we’ve had a Known Issues article on Tagged Rankings for a while, but all we’ve really said is “developers are working on it”. And that’s because, well, developers are working on it. We promise that isn’t a lie! We are continuing to prioritize this bug above other smaller bugs, which means that we have had developers working on fixing the issues every week since we first escalated it!
Unlike a program (like Next) where there can be decisions made and conversations had that we can share, the bug fixing process isn’t as linear. For instance, for the past month we have made some progress and experienced some setbacks with fixing hot list errors. So if we were posting weekly updates on the tagged rankings issue, it would probably sound something like this:
“Our developers are testing a fix for this issue this week. Hmm… looks like it didn’t fix it.”
“Our developers are try to fix this again with this other test! Oh that only worked a little bit but still lots of other areas to tweak to get the rankings working again!”
Which is just another way of really saying that, yes, developers are working on it, and it’s taking some time to create a short or long term fix. I’m not sure if communications like that would really be meaningful for you, but if it is, your perspective on that is appreciated!
We had people ask for a timeline, and we really do wish we could give one, but unfortunately, that’s not something we can really share either. Not because we don’t want to, but because we truly don’t know how long a bigger issue like this may take to get fully resolved. It’s not that we know that there is x bug and it’s going to take y time to fix it we just need the time to fix it (which would be the best, we want these bugs fixed just as much as you, I think Vivian wants it more than anyone). It’s a lot of trial and error - we hope that it will be fixed this week, but we can’t guarantee it, so we don’t want to get anyone’s hopes up. Because if we say we’re implementing a fix, and it doesn’t work, then it just looks like we’re being dishonest. And we don’t want that either!
Tagged rankings are a really complex system which means that errors in the rankings take quite a lot of time to both understand the root cause, and actually implement fixes for so unfortunately it’s not as easy as a few hours of developer work and then, viola! But wouldn’t life be wonderful if this were a quick fix…(daydreams)
That’s not to say that we aren’t looking for ways to better communicate issues like these, and we are trying to expand and shift are processes, especially with longer-term bugs like this one. And we’re listening to you guys! Again, we’re just looking for ways that we can update the community in a way that’s meaningful (which sounds very generic but I hope the rest of my novel I’ve posted here makes it known that it’s coming from a hopeful place).
Anyways! Run down of an update that we can give now, which is really the best we have for the moment:
Are developers actively working on fixing this? Yes.
Do we know when this will be fixed? I wish (so, no).
Are we listening to you? Yes!
How are we going to be updated on this? I know it hasn’t changed since posting, but we’re hoping to better utilize the Known Issues page going forward with more updates going forward. And if you have any suggestions on how you’d like to be updated please let us know!
If you have any questions, let me know!