🐞 Reporting General Bugs or Unexpected Behaviour Troubleshooting & Escalation Checklist (with Zoho-Specific Steps)

🐞 Reporting General Bugs or Unexpected Behaviour Troubleshooting & Escalation Checklist (with Zoho-Specific Steps)

🎯 Purpose

To guide support agents through capturing and escalating bugs or system anomalies in Rezi / Dezrez that aren't caused by known outages or user error — using Zoho as the system of record.

🧠 Use This When...

The customer says things like:

  • “Something weird is happening”

  • “This button doesn’t work”

  • “It’s not behaving the way it should”

  • “The page keeps glitching”

  • “This field won’t update”

  • “It worked yesterday but not today”

🔍 Step-by-Step Checklist

1. ✅ Confirm It’s Not a Known Issue

  • Check https://status.dezrez.com for open incidents.

  • Review internal dev alerts or tagged bugs in Zoho (look under: Known Issues, Service Incidents, or Slack-integrated bug channel).

  • If it's a known issue:

    • Link the Zoho ticket to the master issue.

    • Set priority to Low and status to On Hold – Awaiting Resolution.

“Let me check if this is already on our radar — we may already be working on a fix.”

2. 🗣️ Ask the Customer to Describe the Bug Clearly

Capture this clearly in the Zoho Ticket Description field:

  • What they tried to do

  • What they expected

  • What actually happened

Example:
❌ “The system is broken”
✅ “When I click ‘Save’ on the tenancy screen, nothing happens and I have to refresh the page.”

Use the "Bug Report" template in Zoho (or copy into the Notes section if templates are disabled).

3. 📋 Request Key Info to Help Replicate

Ask the customer for:

  • 🔹 Full name & email

  • 🔹 Date & time of the issue

  • 🔹 Property ID or screen name (if applicable)

  • 🔹 Steps taken before the issue appeared

  • 🔹 Error messages or codes

  • 🔹 Screenshots / screen recordings (ideally uploaded via Zoho link)

Use the "Request for Info" response template in Zoho if available, to standardise this step.

4. 🧪 Quick Reproduction (Optional)

Ask the customer:

  • “Can you try the same thing in a different browser?”

  • “Does it happen in incognito/private mode?”

  • “Are colleagues in your branch seeing the same issue?”

If yes: Note this in the Zoho ticket under “Internal Comments”
If no: Flag as user-specific; proceed with deeper browser/device support.

🤖 For AI Training – Intent Mapping

Intent PhraseRoute to Checklist
“It’s not doing what it should”Full checklist
“This isn’t working right”Full checklist
“Weird bug/glitch”Full checklist
“Unexpected behaviour”Steps 2–5
“No error message, but nothing happens”Steps 2–4
“Worked yesterday, broken today”Steps 1–4

    • Related Articles

    • General Trouble shooting Checklist

      ? Purpose To quickly resolve or diagnose issues preventing users from accessing or using the Rezi platform. ? Use This Checklist When... A customer says Rezi won’t load, respond, or is slow. Phrases include: “Rezi not working” “I can’t log in” “The ...

    • Troubleshooting Failed AML Checks (Credas)

      Applies to: Incomplete identity verification, failed status in Credas, missing reports, unresponsive clients. ? Purpose To help users understand why a Credas AML check may fail and what steps to take to resolve it — including how to assist clients ...

    • Setting Default Lettings Milestones/ Checklist Items

      Within the pre-tenancy section of Dezrez, you have different checklist items that correspond to the tab you are on and that you are able to alter to suit your individual agency needs. Agreement Money Tenant Landlord Property ALTERING THE DEFAULT LIST ...

    • Troubleshooting Email and Calendar Sync in Rezi

      Applies to: Google, Outlook, Microsoft 365, calendar not updating, emails not sending or appearing ? Purpose To help users identify and resolve common issues with email and calendar sync between Rezi and external platforms like Gmail, Outlook, and ...

    • Rezi Reporting

      In this guide, I'll show you how to use the Rezi Reporting system. It'll cover all manner of reports from negs performance to property stats. Click here to see a video guide To get into the reporting, you must first click on the graph at the top of ...