Do you know how to reply to free support requests that takes more than 20 minutes?

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To:
Charlie
Subject:
Request to fix bug

Hi Charlie

If it was a quick 5 mins I would do it straight away. However I need to do a little investigation - maybe a couple of hours.

If that is OK, I will spend that time on this and let you know how I go.

  1. Please approve

Denise

✅ Figure: Good Example - Ask for billable hours approval if a support request demands more than 20 minutes

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Rules to Better Bug Management and Product Feedback

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Adam Cogan
Cameron Shaw
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