I wonder what is the best channel to reach Blackboard Technical people and developers regarding the system bugs and enhancements request?
We as a university do submit our cases in the Behind Blackboard and also to the support team plus filling many forms that gather suggestions and requests ,
unfortunately non of our requests are solved or even added as known issues .
Do they solve only requests that they receive big percentage in ?? or do our requests reach them in the first place ???
Hi Anissa,
The best way to reach Blackboard technical folks in Support and Product Development regarding bugs is through tickets submitted on Behind the Blackboard. So please keep sending any bugs you identify via this channel. Issues that are submitted by clients and verified as bugs by Support and then Product Development are documented in the Known Issues list for each release.
To help us refine the priorities of bug fixes we make and release in Service Packs we have a program called The Bug Squad where we ask clients to vote on which bugs we should fix. To date, more than 250 institutions have participated in this process and helped us refine the priorities of the last 7 Blackboard, WebCT and ANGEL service packs. You can learn more about the program and how to participate at http://www.blackboard.com/Communities/Bug-Squad.aspx.
For suggestions and enhancement requests, the best way to send them in is via the Suggestion Box at http://www.blackboard.com/Company/Feedback/Suggest-Product-Enhancements.aspx. The Product Management team members read and catalog each suggestion that they receive through the Suggestion Box. Each year we receive more than 4000 responses so they don't have the time to respond to each one individually. The Product Managers for each of our products use this information to help determine the priorities for new development and enhancements for upcoming releases. To help refine their development decisions they gather more detailed feedback about the suggestions through focus groups, interviews and usability tests with members of the Blackboard Idea Exchange. If you're not a member of the BIE I encourage you to join. Visit http://www.blackboard.com/Communities/Idea-Exchange.aspx for more information.
I hope this helps answer your questions. Please let me know if there is anything else I can do for you.
Jan
Jan Poston Day
Senior Director, Blackboard Client Engagement
jday@blackboard.com
I completely agree with you, Anissa. We have submitted more that 10 issues during last year, and even though some of them were acknowledged as bugs with estimated version to be resolved, none of them neither ever appeared in the known issues list nor were resolved in the promised version. Now Blackboard has the Bug Squad that let users choose what issues to resolve first. I wonder if the correct answer for those bug squads should be "all of them".
Best regards,
Luis A.
Thank you Jan and Luis for you promote reply
First regarding the tickets , we have already submit most of our bugs and enhancements requests in the Behind Blackboard that we thought its the best channel but it seems Blackboard like to give multiple channels.. hope that we reach them in one of them at least.
Second, This is the first time i heard about the Bug-Squad . I will try it
Finally , From time to time we submit our enhancements to the Suggestion Box, i think i submit more than 20 requests with no reply or respond
I truly understand the Blackboard team heavy work but i would like them to understand the pressure that come from our faculty when will be the only respond to them for the last 3 years is " We escalate the issue to the Blackboard Team"
Truly If non of our requests are taking care of and the Blackboard represent in the area are even not replying or referring always to the Blackboard Tech. Team to solve the issues, why we should pay even 1 dollar for the support ..
I will keep escalating the university request in those several channel and lets see.