Is it a bug? Classifying support requests
Decide what kind of request you're holding before you work it: a how-to question, a configuration issue, a product defect, a feature request or a service incident. Check documented behaviour, separate severity from priority, find duplicates and known issues, write requests the product team can use, and reclassify when the evidence changes.
- Level
- Intermediate
- Length
- About 45 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Classify requests as how-to, configuration, defect, feature request, service incident or account request using documented behaviour
- Check documentation, release notes, known issues and existing reports before filing a new defect
- Distinguish severity (technical impact) from priority (order of work) and apply an organization's severity definitions
- Write a feature request that records the use case, workaround and who is affected without promising delivery
- Reclassify a ticket and update the customer when new evidence changes the picture
Course outline
- 1.Is it a bug? Classifying support requestsVideo · 2 min
- 2.What kind of request is this?Lesson · 15 min
- 3.Defects, duplicates and evidenceLesson · 15 min
- 4.Severity, priority and feature requestsLesson · 15 min
- 5.Is it a bug? Classifying support requests: knowledge checkKnowledge check · 19 questions
- 6.Final exam9 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Mozilla: Bug writing guidelines (one issue per report, search for duplicates, steps to reproduce, expected and actual results)
- General technical-support practice
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.