Hi Sean! The first bolded portion hits the nail on the head. Especially in the case of bugs, we take it as far as we can utilizing as many resources as possible to ensure a comprehensive bug report. Unfortunately, our help desk is not equipped to be a place to keep the most up to date information on the status of a bug report. As to the underlined portion, this is exactly what we want to address going forward. Bug reports and criticisms are immensely valuable, and if that process is obfuscated (as it unfortunately is at the moment) it is disheartening and results in folks not letting us know there is a problem and that is a terrible spot to be in. I can say that reports coming in are being recorded and brought up continuously internally, which brings me to the next point you mention... The italicized portion (just gonna almost run through the whole gambit of text styling I guess lol) is a request I have seen often, and something we have done (to a certain extent) when it comes to releases such as the ongoing UDL threads or forum threads for Roll20 Marketplace items or official sheet threads. That said, we can do more and better to lift the veil on bugs and their status. Sean G. said: In my head, I sort of have this differentiation between: 1) Support Request - I'm having this particular problem with my game/account and need help fixing it because I don't have the knowledge or permissions to do it myself 2) Bug Report - Roll20 is currently behaving incorrectly in this particular situation 3) Feature Request - Roll20 is currently behaving in a way I don't like in this particular situation Helpdesk ticketing systems and communication flows work well for 1, and are good for figuring out if some sort of buggy behavior is happening that would require 2, but then they sort of break down. Helpdesk ticketing systems want tickets to be closed in order and in a timely fashion. Which is why you get the communication above. The helpdesk people can't help any more, so they hand it off to the devs and want the ticket closed. Which makes sense - but it's somewhat unsatisfying for the person who filed the support request. Unfortunately, it means that the bug reports sorta go into a personal black hole. And knowing that this is how the ticket will be handled, makes me less likely to report bugs. Should I bother reporting the various issues with UDL? That title images are missing from games created from modules? That the tutorial doesn't work? That updating a module reset some default tokens in my game? That editing two tokens at once makes the token bar style radio button all wonky? There are a bunch of well known issues in the forums that I assume someone else has probably reported. I don't want to just make extra work for whomever has to take my ticket, and don't want to do the work myself putting together steps and screenshots and whatnot for something already reported. I don't need help with my game, I just want you to know your code is all broken. But is my not reporting things affecting metrics? Am I making the issues seem less important by not bugging your helpdesk about them? Are there bugs you're missing cause no one is reporting them? Is there any chance we could get some sort of general "known issues" post somewhere? I'm happy to provide reproduction steps for bugs - but I don't want to waste my and your time going over stuff that's already well characterized and stuck in a development backlog somewhere. Hey Kraynic, First off, apologies for the delay and thanks for adding the ticket ID. I believe someone from the XP Team should be getting to you soon to get it sorted!