Closing the Loop
Tell reporters their bug was received and fixed: issue keys, the status page, and the "It's fixed" email.
Reporters shouldn't wonder whether anyone saw their bug. SnagRelay gives them a key, a status page, and an email when it's fixed. This works with or without a tracker.
What the reporter sees
After sending a report, the widget shows Filed as SHOP-12 and a Track this report link. If they didn't give an email in the form, there's an Email me when it's fixed box right there.
The link opens a public status page (/i/{token}) with three steps:
Received → In progress → Fixed
When the report is fixed, the page shows Fixed. Thanks for reporting it. and any note you or your agent wrote.
The page shows nothing internal: no payloads, no tracker links, and no assignee.
The "It's fixed" email
When a report is marked resolved, SnagRelay emails the reporter once, but only if they left an address. The email says the issue they reported has been fixed, names it, includes the resolution note if there is one, and links to the status page.
Turn it off with Email the reporter when it's fixed in the inbox settings.
Add a note
When your agent resolves a report, it can pass a resolution_note: one plain sentence written
for the reporter. Because they're not engineers, say what changed, not how:
Fixed. The checkout button now works on Safari.Agents set it through mark_issue_resolved. See Connect your agent.
Share the status link yourself
In the inbox, open a report's More actions menu and choose Copy reporter status link. Handy for replying to a client in your own channel.
White label
On Agency, the status page and reporter emails carry no SnagRelay badge. See Plans & Limits.